Before we even look into ways to improve help desk ticketing or ticket management, let’s understand what exactly help desk ticketing is –
Ticketing is the way that a help desk records the actions that are taking place on each incident they are working with. The process has been developed over many years and most companies work in a very similar way.
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For a company that provides a support service to another company, your biggest asset is always your staff. Your employees are the people that will be the first point of contact and the global representatives of your service so you need to ensure they are skilled,
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Customer service requests have grown a lot in recent years. The way with customers interact with customer support agents gets more and more interesting year by year. In olden days, there were one or two channels to communicate.
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Many help desk managers make the mistake of hiring inexperienced professionals and end up with staff that is just doing their job, rather than providing quality services to the customers.
A fundamental part of any help desk is the system that shows how the desk is working. The monitor will usually show everybody how many help desk agents are logged in, how many calls the help desk has taken and whether the desk is
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