Help Desk Categories Best Practices

The following is a summary of help desk best practices from the following three authority sources.

Help desk categories best practices.

Most organizations 53 report having ten or more high level categories. Be it the internet going down unexpectedly applications crashing or laptops malfunctioning your business will need a go to resource to receive. 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. Updating help desk ticket categories is a great move.

Resolving the ticket can be categorized by a small meaningful number of categories or an elaborate category tree for the more demanding analytics reporting. So the tool should enable the category to change during the lifecycle of the ticket. A guide to support ticket categorization. There is another type of ticket category dealing with ticket resolution.

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. 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. An affordable flexible itil help desk solution is key to addressing these different goals. With a proven help desk ticket classification methodology such as create companies can build a help desk ticket category classification scheme that increases ticket trend reporting efficiency enhance the ticket escalation process improve reporting and reduce overall support costs every help desk needs an itil ticket classification scheme to handle the customer s itil ticket type issues.

There are many benefits in creating effective classification of ticket categories. In addition to the. See isupport s whitepaper defining and organizing category structures to learn more best practices for the category creation process. 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.