A suite that supports the use of “tickets” that are essentially “Jobs or Tasks” created in the express need to support internal or external clients that have requested some sort of Help or Service.
With this in mind, it is important to understand that this Service Desk suite is made not only to support external clients. This particular suite has the notion of MULTIPLE HELP DESKS.
This means that every department or team in your business could have its’ own Help Desk inside the Service Desk Suite.
But why would you need multiple help desks to support teams? Well, in a smaller company, flexibility is key. People take leave, go sick or need extra help in different teams at different times. Pushing all of your help processes into Help Desks will enable you to assign the right people to handle the right requests and quickly assign that work to others anytime you need. When processes are handled this way, you push all requests (Tickets) into one place, reduce staff “cherry picking tasks” and can see exactly how quickly your staff are handling each part of each process.
Best practice in business process would say that each and every business process should have its’ own help desk where the process itself finishes and a record of all transactions is kept for future reports and reference.
Creating or Editing Help Desks
- You will require Administration level system access.
- See the set-up of service and help desks in Administration / Service Desk Admin.
- Clicking on Help desks in Admin will show this list. Yours may be empty to start.
- The picture above shows 5 Help Desks already set-up.
- Click the left arrow on an existing Help Desk in list view to see detail as below:
- Here above you see that the team set up to handle “Barclaycard” requests / tickets is made up of just two people.
- You can create a new Help Desk by clicking on “Add New” at top-right
- The following form will appear:
- You can (with Premium Version) create as many different Help Desk information templates as you wish.
- With the basic version you can select just “IT.” template or “Simple” template.
- The template chosen will effect which pieces of information are collected as each help desk request / ticket is created.
- Pick people in your company to add to a help desk
- People (staff) can be applied to more than one help desk if you wish
- Notifications allows you to define exactly who gets notified when a new request is received
- Notifications can go to Staff, Positions or Departments
Accessing Service Desk
- Service desk tickets can be created manually if (for instance) a call is received by clicking on Service Desk / Add New. The form below will appear
- You will notice that on the below picture we have drop-down for the Help Desk used to support this call.
- Selecting the Help Desk here will subtly change the form boxes to suit the type of request / ticket being handled.
- In the next picture you will see that “IT HelpDesk” has been selected and new boxes appear to distinguish which supported products the ticket / case refers to
- You will see that the ticket can be “internal” (For your own staff) or “External” for any company or contact held in your integrated CRM
- You can attach documents or pictures or any other file you wish
- Once completed – Click OK to submit the case / ticket.
- The status will be set automatically.
- The Priority will be set subject to the CRM Company settings (linked to customer SLA)
Service Desk List View
- Click on Service Desk from your Coversheet to see the list view of ALL cases / tickets
- You can decide how much or how little information to show in your lists by clicking on the gate-like icon to the right of the filter button on top.
Assigning a ticket
- Click on check box to left of each row to assign help desk tickets to yourself then click “Assign to me” on top left-side of screen
- The pencil mark (edit) button at the right end of each row allows you to open each case / ticket to be edited
- Here you can see the earlier IT Help Desk request for dodgy MS products!
- You can see that Channel (where the case came in) has been added (Phone call to desk) – These are set in a dictionary in Administration and can be set for any channel you can think of..
- Finally, we can add the “Resolver” (the person responsible for resolution of the problem)
- The resolver can only be a member of that team.
- If the resolver you want is not shown, then simply go to Admin and add that person to that team.
- Click OK and your ticket is added to the list view and all resolvers will be notified of Ticket requirements and required fix and response times
- The Premium version of Service Desk allows as many auto-respond emails to be sent to the client and they can be scheduled as required based on time or status.
Opening a Help Desk or Service Desk Ticket / Case
- Click on the blue writing in list view to open
- Screen below will appear
- Here you can see all existing emails, communications, tasks, attachments and full history of where the ticket came from and who has already done what
- Click “Change Details” box top-right to edit and put in new information or to change status and resolve.
Working on a case to Resolve
- Use Communications tab to add tasks for yourself or others to help resolve
- Change status as the ticket / case progresses
- Finally, click “Close” to close a case when fault is rectified
- Every time you set a task for others to help you with case resolution, the relevant people will be emailed a notification and a task / workflow will appear in their “MyWorld” / My Workflow as well as the individuals Task Manager
- This makes it incredibly easy to see “ball in court” picture of who has been instructed to do what and by when.
Closing a Ticket / Case
- One you opt to close the case, the client will be informed that the case is resolved by email. The client can re-apply if not satisfied and this will re-open the previously closed case.
- When you opt to close a case you will be able to use the knowledge base form that appears to extend and learn
- The picture below of the knowledge base shows two halves.
- The Internal information – This is info that only YOUR staff on your Help Desk will see
- The external information – Information that will be sent to the requester / client on “close” status.
The Knowledge Base
- A picture below shows the two types of knowledge collected: This module supports and collects information as your help desks mature and ensures that you learn from what has happened in the past.
- Any user can examine the Knowledge base for similar tickets /issues and can then see what happened before.
- You can add screen shots or files with each Knowledge Base entry
Closed Tickets / Cases
- All closed / Resolved tickets are logged and held in the list view under tab – Archived
Re-opening Archived tickets
- Select ticket you want and go to end of row and click on re-open icon shown below
It is also possible to re-open MULTIPLE tickets by clicking the select box on left of row and clicking on “Multiple re-open” box at top-left of page.