Help Desk Categories Best Practices

It help desk 13 best practices a major challenge for many growing businesses is that their day to day it challenges balloon in tandem with additional hiring offices and other expansions.

Help desk categories best practices.

Improve first contact resolution issue trending and setting priority levels reduce customer contact handle time improve incident ticket handling and escalations enhance metric gathering and enterprise reporting. Categories are the basic building blocks used to organize your customer service software choosing the wrong categorization strategy will have repercussions throughout your customer service or help desk team from inefficiencies in assigning requests to inability to accurately report on the types of requests you re receiving. Resolving the ticket can be categorized by a small meaningful number of categories or an elaborate category tree for the more demanding analytics reporting. There is another type of ticket category dealing with ticket resolution.

Most organizations 53 report having ten or more high level categories. The information technology infrastructure library itil the required practices for organizations bs15000 and the help desk institute hdi best practices standards for certification. Be it the internet going down unexpectedly applications crashing or laptops malfunctioning your business will need a go to resource to receive. There are many benefits in creating effective classification of ticket categories.

Itil service management best practices cover many areas of it service management itsm including incident management configuration management and itil help desk management. A guide to support ticket categorization. In addition to the. To analyze current ticket categorization practices in the industry organizations were asked how many categories are included at the highest level of their selection options.

The following is a summary of help desk best practices from the following three authority sources. So the tool should enable the category to change during the lifecycle of the ticket. An affordable flexible itil help desk solution is key to addressing these different goals. See isupport s whitepaper defining and organizing category structures to learn more best practices for the category creation process.