Working with HelpDesk
HelpDesk lets you manage the entire support process in one tool, from registration to the closing of the ticket. The system also provides you with statistics and reports that make it easy to follow up on your support management.
The administrator register users to the system. User management is easy and all users are given a username and a password. Depending on who is allowed access to the system, it is also possible to create a link to HelpDesk on your organisation’s website, or to integrate it with your intranet.
Read more about user management
A new ticket can be registered in several different ways. The easiest way is for the customer to use the form in HelpDesk and register the ticket online.
It is also possible to use a so called “external ticket registration form”, which can be integrated on your own web site and thus be completely separate from the other parts of the program.
A ticket can also be registered by an operator who receives it as a message over the phone or in an email. Further, there are the possibilities of connecting HelpDesk to a phone system and of automatically creating a ticket from an incoming email according to set rules.
The administrator creates a standardized form for each object that your organisation gives support to. This form is to be filled out by the customer at registration and thus all the necessary information is gathered instantly. Each ticket is given a unique ticket number that can be used by both the customer and the support personnel to track and follow up on the ticket.
If the ticket operator can give an answer instantly and there is no need for further action, a ticket can be closed immediately upon registration. This saves time as the ticket is then saved in the database and can still be used for FAQ lists and is not forgotten when invoicing the customer.
Handling or Delegating Tickets
A registered ticket is visible in the ticket list. If required, the administrator can activate the HelpDesk reminder function. A ticket operator is then notified by email when a new ticket has been registered. It is possible to choose how often and to which ticket operator notifications are to be sent to.
The ticket operator can choose to open the ticket or to delegate it to another operator. It is also possible to take over tickets, for instance if a member of the support team is absent. Ticket operators can select to see customized ticket lists, so that only tickets that are relevant to them are shown in the list.
When a ticket has been opened by an operator, he or she starts processing it. Any actions that have been performed or that are pending are recorded in a list. The list of actions then turns into a practical step-by-step to-do list.
All the necessary information, such as documents, email communication and the initial registration form is readily available in the ticket and is available for any user with the right authority. These authority settings are determined by the administrator, who also determines to what extent a customer should be able to follow their ticket, view the action list etc.
Once a ticket or support issue has a solution this has to be entered into the system. If the solution has been saved as a standardized answer it can be inserted directly into the ticket form. The administrator creates standardized answers to frequently recurring questions as it is a simple means for minimizing time spends on recurring questions.
The solution is recorded and saved in a database, the knowledge database. Once a solution has been entered into a ticket, the ticket is closed and the customer is notified of its resolution. In the message a ticket description, actions performed and a solution can be provided.
The last step in the support process is performed when the ticket operator selects whether to add the ticket to the FAQ. The FAQ is a searchable list where customers can look for answers to their questions before registering a support ticket. If the ticket operator decides to add the the ticket to the FAQ list, he or she can edit it before saving it.
Read more about the knowledge database and the FAQ.
HelpDesk has various report functions and statistics tools that can be customized to your organisation’s needs and wants. The reports and available statistics can be used to improve organisational routines and identify informational or training needs.
Read more about reports