Does your support desk team receive any emails like this?
From: Joe Employee
Date: February 29, 2010 11:58 AM
To: IT Help Desk
Dear IT Help Desk,
My computer won't print. I need to leave for lunch now. Please fix ASAP. Thanks!
Uninformative Communications Manager
0207 2524 635
We don't have to tell you how ineffective many help desk requests submitted by email can be! The constant email battles and phone tag, simply to mine for the critical information that you need to resolve the service request; not to mention resolving the request in a timely, efficient manner! E-mail as a support tool is often abused and misunderstood.
Stop PULLING for critical information and start having the information PUSHED to you!
The Service Request Submission functionality within the Web Help Desk Customer Support Web Portal allows for your endusers and customers to submit their service request ticket through an intuitive, easy-to-use enduser interface; needing only their favorite web browser.
The initial Web Help Desk Ticket Submission Form is quite basic; asking for the category of the Request Type, a subject and a description text box. However, as an enduser selects from the first Request Type Category, potentially another tier of Request Type Category drop-down box will appear. These nested tiers of categories are complete customizable to your organisation's business model and act as somewhat of a guiding decision tree for the enduser.
These Request Type Categories assist in providing high-level information to service desk personnel, as well as assist in Web Help Desk's automatic assignment of tickets to the correct personnel, group of personnel, location, and correct department.
Once the ticket submitter has selected the final category related to his or her request, the form will dynamically display any number of custom fields that your organisation chooses to configure. These custom fields may be:
The configuration for these dynamic custom forms couldn't be easier to deploy. No coding is required. No editing of configuration files is required. It is all point-and-click!
Most ticket submitters these days have more than one piece of hardware at their desk, use shared printers, potentially move from one location or office to another (or from computer lab to computer lab) and definitely work with more than one piece of software! Based on the Request Type Category chosen by the ticket submitter, the Web Help Desk software solution can dynamically display a list of all hardware and software assets assigned to that specific ticket submitter. Thus, providing a trackable, reportable, hard-link between a ticket incident and a specific asset or multiple assets. A publicly used asset, such as a work station in a public computer lab, need not be assigned to every potential enduser who may use the lab. Within Web Help Desk, you can associate an asset with a particular room and the enduser submitting the request ticket can select that room, at which point the list of assets in the room will appear for them to select the troubled asset.
View all of this functionality firsthand in our Web Help Desk online demo, or view a short demonstration video:
Once an enduser or customer has logged into the Web Help Desk Customer Support Web Portal and authenticated via LDAP or Microsoft Active Directory Synchronisation, he or she will see a navigation icon to view Ticket History. The Web Help Desk Ticket History web interface displays a number of important pieces of information about the enduser's submitted tickets; including:
Drilling into the Ticket allows the Ticket Submitter to send the Support Staff an update note regarding the ticket and gives the enduser the option to Carbon Copy (Cc:) another person of choice on this particular update to the help desk ticket.
Based on the help desk software configuration, the enduser may also have the option from the ticket view to Cancel the service request ticket. Thus, if an enduser resolved the request through self-service, the ticket may be Canceled and the appropriate Tech Support Personnel will be notified.
Also from the Ticket History Interface, endusers will see Customer Satisfaction Survey invitations. For more information on Surveying, please go to our Customer Satisfaction Survey Management webpage.
With a simple point-and-click setting within the Web Help Desk software configuration, you can have all ticket submitting endusers default to the Self-Service Knowledge Base Portal, which we call our "FAQs". Once on the FAQs Knowledge Base interface, endusers may click through the tiered Categories to find the self-service answers they are looking for. These Knowledge Base Categories are derived from the Request Type Categories mentioned in the section above regarding the Help Desk Ticket Submission Interface.
Self-Service FAQ Articles may also be searched by an enduser based on an asset make/model, keyword, and/or actual FAQ Article Number (helpful for sending a phone-in support call directly to the answer to their request).
A Question and Answer format is used to intuitively display Knowledge Base Articles. Each Article may have any number of file attachments assigned and hyperlinks to other web pages or supporting Knowledge Base Articles.
Articles also have a Star Rating Voting option for endusers to score the usefulness of the specific Knowledge Base Article. Self-Service Article rates are tremendously useful for Knowledge Base Administrators, as a KB Administrator can easily search for low rated KB Articles within the Web Help Desk software Technician Interface, as KB articles become out-dated, erroneous, or may now link to dead links.
Self-Service Articles can be made visible or not visible based on an enduser's department or location. Also, Knowledge Base Articles can be flagged to be visible to Service Desk Personnel ONLY, so that your organisation may build an internal Technician Knowledge Base, without cluttering enduser's views with overly Technical articles or with sensitive information, such as, "how to login to server XYZ".
More information on Knowledge Base Article entry, visibility, accessibility, administration, and Common-Ticket-to-FAQ Conversion can be found on our Web Help Desk Self-Service Knowledge Base Management page.
* Need more Features info? Click here for a checklist of Help Desk Features
* Need to Demo Web Help Desk? Click here for our Help Desk Demo Options
* Need Web Help Desk Pricing? Contact us for Web Help Desk Pricing
The server-side Web Help Desk application can be installed on virtually any operating system of your choice with a Perpetual Server License OR let our organisation serve the helpdesk software on our powerful servers, as an Hosted On-Demand Help Desk ASP Software as a Service (SaaS) plan. The choice is yours!
* Contact a knowledgeable Web Help Desk Representative.