How To Effectively Manage IT Service Requests

This guide will show you how to simplify & streamline your help desk ticketing process.

  • Eliminate complexity of help desk management
  • Lower time-to-resolution of IT tickets
  • Cut down operational costs
  • Improve customer service and satisfaction

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1. Log Service Request

Challenges

  • Disparate Channels for logging service request such as email, phone, chat, social media, walk-up, in-person
  • No centralization

Solutions

  • Centralize service request logging with web-based service request portal
  • Dynamic input fields for logging service request
  • Automatically convert inbound email service requests into help desk tickets

2. Ticket Creation

Challenges

  • Manual ticket creation by each technician for every help desk task
  • No consistency and standardization of inputs received from end-users in the ticket fields

Solutions

  • Automate ticket creation for repetitive tasks
  • Consistency across input for ticket fields
  • Customization to design ticket creation forms per requirement
  • Associate asset details with incident tickets during ticket creation

3. Technician Assignment

Challenges

  • Manual ticket assignment to technicians
  • Maintaining ticket assignment status in spreadsheet

Solutions

  • Automate ticket-to-technician assignment
  • Dynamically assign tickets based on predefined business logic: ticket status, location, technician availability, etc.
  • Track ticket status & fulfilment progress on Web interface

4. Ticket Resolution

Challenges

  • Difficulty in physically visiting & supporting remote computers
  • Incident management & incident resolution are disjoint processes

Solutions

  • Leverage remote support integration & initiate remote session from help desk
  • Integrate incident management and incident resolution
  • Integrate service requests & IT asset inventory with remote access
  • Save time & effort by resolving tickets remotely

5. Communication to End-user

Challenges

  • Disconnected communication with end-users on ticket status
  • Time wasted in disparate communication channels, such as phone call, email, chat, etc.

Solutions

  • Streamlined communication with end-users via help desk
  • Automatic ticket acknowledgement & email notifications
  • Two-way communication via singular channel-ticket notes in help desk

6. Ticket Closure

Challenges

  • Time spent on manually updating troubleshooting details to tickets and closing them
  • Close incident and problem tickets one-by-one

Solutions

  • Update & close ticket from remote session-incident management & desktop support are integrated saving time & effort
  • Associate multiple incidents tickets with problem ticket and close them all at once

7. Customer Feedback

Challenges

  • No visibility into technician performance and ticket fulfilment status

Solutions

  • Dashboards provide metrics on technician performance & service delivery status
  • Analyze historical help desk performance data and improve quality of support

Need help desk ticketing software? Try Web Help Desk for free. Learn More

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