Responding to repetitive, run-of-the-mill questions takes up valuable time that could be spent working on new or more complicated issues. Leveraging the built-in, searchable, and easy-to-use knowledge base enables IT support staff to create and maintain FAQ articles directly from a ticket and make them available to end-users. Providing this resource can help limit the number of inbound service requests, frees the IT support agent from ticket overhead management, and allows users to quickly find the answers to the most common issues when they need them.
With each passing semester, students, faculty, and staff come and go. Among the many challenges this dynamic presents is the need to ensure the right individuals are granted access to the ticketing system to manage their support needs. Leveraging help desk software that can synchronize with your LDAP or AD server brings added efficiency to the process of onboarding new end users and supports SSO capabilities for improved end-user experience.
Discovering, managing, and tracking IT-related assets presents endless challenges for IT support teams. But in the academic setting, where assets take the form of projectors, cameras, and any level of instrumentation an engineering student needs, this challenge can be compounded. Without integrated help desk asset tracking, both single-site institutions and those with multiple campuses face numerous difficulties when providing support. Tracking down missing details on IT parts and billings, recalls, system updates, scheduling replacements, or managing asset reservations can present a massive time and resource burden on support staff that is already stretched thin. The lack of unified history on an asset creates unnecessary increases in overhead and delays.
Fully resolving tickets without clearly identifiable status tracking is very difficult to consistently do in a timely manner. Without the time saving made possible by automated prioritization and workflow-driven stages, agent time is consumed by repeatedly identifying and managing a ticket's status or priority. Lost, escalated, forwarded, and aging requests are key issues that regularly lead to decreased success in resolving requests. Reduced time spent directly managing tickets increases the number of people each IT support team member can assist.