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The discussion that follow explains from the perspective of our firm the benefits we hoped to generate when we deployed the help desk
Work more efficiently
Office workers can submit issues easily and get their tech issues fixed faster, allowing everyone to spend more time being productive, and less time twiddling their thumbs. IT professionals waste less time on unnecessary manual processes, freeing up valuable time for more important work.
Multitask smarter, even on the go
Helpdesk systems allow IT pros to more easily categorize and prioritize issues, allowing them to a better sequence which issues to work on. For example, a tech might want to handle multiple similar issues in a single trip from the server room, making better use of their time.
One place for all IT requests
Most help desk systems include a user portal that provides a single place for users to create tickets, view the status of open issues, and close out tickets once they’re resolved. A portal can also be used to relay important information to users (such as planned downtime), which can reduce unnecessary tickets.
Customize to meet your needs
At a basic level, a help desk ticket includes a title and description of each issue. For more detailed information and better categorization, a company can create custom fields such as department, building location, floor number, or peanut butter preference… then create reports based on that data.
Analyze IT trends, improve overall workflow
Because help desks can help you track metrics, such as average time spent resolving tickets, IT managers can run detailed reports to discover trends. For example, if you find a certain tech is very good at a specific task, you might want to give all related tickets to them for maximum efficiency.
Prioritize important tasks
Different tickets warrant different responses depending on their severity. Replacing an old mouse for one person is far less important than repairing a failed server that affects the entire company. With a help desk system, technicians can easily prioritize and sort tickets, so high severity tickets get addressed quickly and are less likely to fall through the cracks.
Auto-assign help desk tickets
The best help desk software can analyze tickets and automatically assign issues based on specific criteria. For instance, you can send all hardware issues to Steve and all software issues to Bob. Or you can assign all tickets from Accounting or Marketing to Sally, and every ticket with the word “password” in it to Mary.
Better establish expectations with due dates
The setting, tracking, and communicating changes to issue due dates is easy with a help desk, which is useful for both the IT pro addressing the issue and the employee who submitted it. Due dates can be automatically or manually assigned, and help desk technicians can sort tickets based on date projects need to be completed.
Don’t reinvent the wheel
Some tech problems reoccur regularly. With a help desk system, you can record relevant notes on any ticket and even upload files necessary to help solve the problem. Later, anyone on the IT department’s helpdesk team can search through old tickets for help with similar issues.
Show what you are worth
With help desk reporting, you can easily run reports to show how many tickets were resolved in the last week, month, quarter or year for just you or for your entire IT department. These reports are great for identifying technology problem areas and for showing the value that IT professionals bring to a company.