Dealing with increasing numbers of IT service requests? It’s time to establish a more effective help desk management workflow. By implementing IT help desk best practices enabled by an effective platform like SolarWinds® Web Help Desk® (WHD), you can improve customer service and satisfaction, lower time-to-resolution, and even reduce operational costs.
Learn about how you can simplify and streamline your help desk ticketing process:
In many environments, help desk technicians with no set IT service request system may find themselves dealing with a disorganized flood of questions. End users desperate for help may log service requests through a range of channels, including email, phone, chat, and social media. They may even choose to raise the issue in person.
It’s crucial to have effective IT help desk procedures in place to change customer behavior and implement a more effective workflow using centralized service request logging and a web-based service request portal like SolarWinds Web Help Desk. Channeling requests through a single streamlined platform is easier for both techs and end users, as an established system for managing help desk tickets provides clear instructions and improved visibility. An integrated knowledge base feature can even help customers address issues on their own without creating a ticket.
Additionally, the WHD platform is designed to automatically convert inbound email service requests into easy-to-use help desk tickets. Plus, Web Help Desk offers dynamic input fields you can customize to your needs to ensure users always provide critical information up front.
Technicians often receive numerous service ticket requests every day, and it can be a problem if they have to track down missing information to fill out each ticket. For help desk techs tasked with manually creating tickets, it can also be difficult to maintain a consistent and accurate standard when facing a range of end-user inputs. Even the slightest uptick in request volume can end up overwhelming your capacity to manually write up and close tickets.
With a platform like Web Help Desk, technicians can say goodbye to spending unnecessary hours manually creating tickets. Implementing WHD means you can automate a range of repetitive tasks related to ticket creation. Boost productivity while improving consistency by avoiding ticket-writing errors from manual work.
You can also use WHD to create and customize ticket forms to meet your help desk requirements, ensuring you don’t get stuck without the necessary information you need to do your job. For instance, you can set device info like laptop manufacturer and model number to auto-populate in ticket fields, ensuring this data is easily accessible when you need it.
Additionally, when WHD integrates with SolarWinds network solutions and system management software, it’s possible to automatically convert node performance issues into service tickets. For technicians tasked with managing a network, WHD is designed to automate the troubleshooting workflow so they can mitigate customer issues quicker.
Managing a high volume of service tickets effectively is all about following the right IT help desk procedures, which is why it’s inefficient to make ad hoc decisions about who will take on an issue every time your department receives a service request. It’s just as critical to stay organized once you start on a service ticket, yet too many technicians rely on help desk ticket processes built into spreadsheets to track the status of current assignments.
Help desk departments need to streamline the entire IT help desk ticket process, from assigning tickets to managing status. With Web Help Desk, you can use customizable rules based on business logic to automatically assign tickets according to dynamic factors like ticket status, location, and technician availability. Achieve a more balanced workload and improve visibility into technician tasks across your department.
WHD also includes a web interface that can help you prioritize your efforts—and avoid forgetting tickets—by tracking ticket fulfillment progress at every stage. You can even easily escalate tickets in need of specialized attention from other technicians and deliver email notifications to end users to keep them apprised of relevant changes to the status of their ticket. Plus, if you have questions about what happened with specific tickets, WHD provides a ticket-based channel for two-way communication with end users, saved for future reference.
An organization’s help desk department may be located far from its customers, or end-user devices may include workstations unable to be physically brought to the department. Unfortunately, most help desk technicians aren’t equipped to physically visit all the remote computers they’re tasked with troubleshooting—doing so can be expensive, time-consuming, and often logistically impossible.
The solution is to leverage remote support integration. Sometimes troubleshooting requires a hands-on approach, which is why initiating a remote session through Web Help Desk is an optimal solution. A remote access tool like WHD offers many technician-friendly features for resolving issues and especially useful if you’ve integrated the IT asset inventory with your help desk software.
As you address the remote incident, you can accelerate your efforts by paying attention to the knowledge base documentation you can build with WHD. Most end users aren’t dealing with unique issues, meaning you may be able to find simple fixes to common problems, or even see how others have addressed more complex issues in the past.
To achieve better remote service, encourage end users to deal with Level 0 issues like password resets on their own with self-service guides. Using Web Help Desk, you can easily provide resources for customers to resolve simple fixes independently.
With manual help desk troubleshooting, it can sometimes feel impossible to cross the finish line. Technicians end up spending too much time updating the troubleshooting details on individual tickets, then closing those tickets one by one.
The solution is to use the automated features within Web Help Desk to easily update and close tickets. Integrating these ticket automation features into your workflow saves time and effort and helps ensure all ticket tasks are checked off your list before you confirm an issue is resolved.
When addressing a remote issue, it’s ideal if you’ve integrated incident management and incident resolution, so you know what you’re dealing with ahead of time. Using the Web Help Desk labeling and filtering features, you can leverage parent-child relationships between incident and problem tickets to close related tickets as a group. Also, specific service requests can be defined as problems if a technician needs to find and resolve the root cause to prevent further damage. With tickets labeled as incidents, a technician only needs to focus on quickly restoring service while making a minimal impact on the business. It’s also helpful to be able to link incidents to problems within the help desk infrastructure—in part to facilitate faster analysis as well as close all related tickets at once.
Web Help Desk is also built to provide visibility into the service ticket resolution process with service delivery status on tickets, along with metrics on technician performance like customer satisfaction indicators. This way, help desk departments can analyze historical help desk performance data to improve the overall quality of support and better ensure tickets are completed to the satisfaction of end users.
Try SolarWinds Service Desk for more functionality in asset and service management.
Full ITIL suite (incident, problem, change, release) paired with customizable automation
Automated asset discovery with integrated CMDB for real-time impact on technology and services
Powerful service catalog workflow engine and a user-friendly service portal