Help Desk Categories
Service desk remains the owner of any ticket service or incident until successful.
Help desk categories. Does anyone have an inclusive list of ticket categories. Throughout nethelpdesk is the ability to categorise elements such as tickets areaclients assets items for sale and so on. They can provide a wealth of real world front line perspective as to how categoriesand their hierarchycan help them more efficiently and easily get the job done. Categories are not only a great way to organise your help desk but also useful for granular reporting with meaningful statistics.
Although the two terms are sometimes used interchangeably help desk specifically refers to the system that addresses customer queries. I am in the process of implementing a new ticket system for my help desk. Help desk software is part of an umbrella category called service desk which includes asset management and it service management itsm. Begin with your help desk team including help desk representatives and managers.
Manage your subscription the number of agents and payments. Categories are the basic building blocks used to organize your customer service softwarechoosing 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 youre receiving. Help desk category structure trying to please everyone the categories to your service desk system are the biggest mine field you will face. They have a double role to play and are critical in creating a successful help desk.
Help desk operational categories is a tiered structure that is based on what the customer calling in is experiencing. Help desk receives calls andor emails and tries to resolve incidents. The first role is when the requests are entered into the system. Service desk receives and resolves incident reports service requests and requests for information.
A guide to support ticket categorization. At the begging of a help desk support call an agent may not know the true nature of the incident until they perform troubleshooting steps. Connect helpdesk with other tools you use every day. Desktop support printers toner low.
Help desk doesnt handle service requests eg.
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