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.

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. Be it the internet going down unexpectedly applications crashing or laptops malfunctioning your business will need a go to resource to receive. An affordable flexible itil help desk solution is key to addressing these different goals. Resolving the ticket can be categorized by a small meaningful number of categories or an elaborate category tree for the more demanding analytics reporting.

See isupport s whitepaper defining and organizing category structures to learn more best practices for the category creation process. So the tool should enable the category to change during the lifecycle of the ticket. 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. There is another type of ticket category dealing with ticket resolution.

Updating help desk ticket categories is a great move. They can provide a wealth of real world front line perspective as to how categories and their hierarchy can help them more efficiently and easily get the job done. Most organizations 53 report having ten or more high level categories. There are many benefits in creating effective classification of ticket categories.

The following is a summary of help desk best practices from the following three authority sources. In addition to the. The information technology infrastructure library itil the required practices for organizations bs15000 and the help desk institute hdi best practices standards for certification. Itil service management best practices cover many areas of it service management itsm including incident management configuration management and itil help desk management.