Many customers rely primarily on self-sufficiency for their IT issues and seek assistance from the help desk only when it's absolutely inevitable. Similarly, a well-built self-service portal can significantly cut expenses and time for IT technicians. As much as having a good knowledge base is an advantage, it can only thrive if accessible to the end-user community through a self-service portal. For a more convenient and fulfilling user experience, use an IT help desk application with a self-service portal that enables IT end users to create tickets using templates or add new ones with ease, look for possible solutions in the knowledge base, add custom apps, and track their schedules with reminders. You can also allow end users to forward existing solutions in the knowledge base to other users, thereby allowing collaborative problem-solving. End users should also have a bird's eye view of the IT operations in the application that pertain to their requests. For instance, details such as the status of a ticket, respective technician and any announcements should be made available in the self-service portal.
Whether or not you subscribe to the butterfly effect, the idea holds true for IT operations. Even the tiniest of initial changes can determine the path of your IT ticket. So, tread carefully. Without automation and smart management, your help desk could quickly and easily spin out of control. In this slideshow, LeAnn Smiles, market analyst at ManageEngine, has identified 10 easy steps that will make IT ticket management a breeze for your organization.