I’ve shared my experience in customer support in Freshdesk product training, demonstrations, implementations, and I’ve come to the conclusion that talvex I should share where the weaknesses of our support process were, even if only in a single level, and As we have corrected.
While these ideas are related to our external support team, they apply to a good internal support team as well.
Common problems in service desk
In our service desk improvement course, we encountered some common IT support issues that needed a new way to do it, or a more consistent strategy that needed to be taken by the support team.
Unregistered calls or tickets
ITIL suggests that each call to the helpdesk must be logged and that the ticket ID must be shared with the end user. However, service desk analysts sometimes believe that simple requests for information should not be recorded as new tickets. They think that by not recording these simple requests they are “saving time,” but this will negatively impact the performance of the analyst and the entire team, and even transform information that may be very interesting, into potential problems in the future, or Even future training needs.
Not understanding whether the request should be recorded as a service request or incident
Try not to get complicated. I use a basic rule, if a device, service or process fails, is an incident. If someone calls for information to make changes to an asset, or requests new software or a new asset, then it is a service request. With such sporadic situations, such as password reset, make a corporate decision, communicate, document, and then follow the process for consistency.
Do not link assets to incidents and requests
This not only misses the opportunity to know if the asset is having more requests than it should, but also misses the asset management opportunity. For example, knowing if an asset is still a problem. This can also help a lot in the annual audit of assets, and the time to check whether an asset has been returned to IT after the employee leaves the company.
Wrong identification and escalation of incidents to level 2
There are times when the team fails to follow the scheduling matrix, or the scheduling fails completely. Both can lead to an inefficient service desk.
Promise resolution dates without knowing the complexity of the problem
Customers sometimes want faster resolutions, but sometimes incidents will simply take as long as it takes to be resolved. Providing false estimated resolution times is a big mistake that can cause more headache than expected.
Do not identify Frequently Asked Questions (FAQs)
Service desk analysts can be so focused on responding to tickets that they miss the opportunity to create end-user self-service FAQs. They continue to receive the same requests and respond in the same way, with the same content, which can make life and work potentially repetitive and annoying.
How a good service desk should support your customers
Here are some of the methods we use on our team:
Use an intuitive self-service portal
It is no longer just a “cool” feature to have. With advances in customer support around the world, self-service is an essential feature for end users to be able to contact the service desk, search for solutions and self-service, and track progress and status Of your requests.
Make sure articles are created correctly and tags are used for easy searching
Make the creation and sharing of resolutions, a must thing for service desk analysts. Analysts should contribute to the knowledge base by writing articles in a way that is easy for the end-user to understand, and using enough tags to make it easier for them to meet on the search engines.
Have a good ticket routing
Use automations to configure how tickets are assigned to the right person or team, making sure there are no delays in the support and answers that have quick answers.
Use satisfaction survey, and use it right
Submit satisfaction survey to end users for feedback and information about analysts and staff. Use this information to improve performance and customer satisfaction.
Keep response time low and average analyst interaction rates low
Immediately answer the customer, even if it is only by saying that the request has been received and that you can help. If possible, add links to some solutions to help keep communication in progress.
Use predefined answers
Make sure your service desk team has the answers to the FAQs in the predefined answers to improve the level of resolution on the first contact and the average response time.
Use scheduling at the right time for the right person
Make sure your service desk team reassigns the ticket to the level 2 team at the right time, without causing customer frustration. Clients may get frustrated when their requests are not resolved and assigned to the right person at the right time, and they are left without information. And also, use automations to scale and prioritize without the need for human monitoring and decision making.
What would you like to add to the list?