Even small changes can have a big impact on the success of managing IT tickets. Here are 10 steps organizations can use to keep their help desk from spinning out of control.
Pin the Right People to the Right Job
Whether automatic or manual, inflowing tickets should be directed to well-trained and specific technicians depending on their relevant field of expertise. Assigning the right IT technician will minimize work time and exclude chaos in your IT help desk workflow.
Specific roles associated with registered technicians will be crucial parameters while sorting tickets in the automated ticket assignment process. You can specify each technician's area of expertise and associate it with relevant sites or departments in your organization. Providing IT technicians with access and task permissions allows them to work on assigned tickets with ease.