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.
KISS (Keep It Simple, Silly)
Simplicity dissolves chaos. Offer end users the opportunity to use an IT help desk application that is simple and easy to navigate. In your application, create pre-populated custom forms for end users to prevent categorization errors while logging tickets. Accurate incident categorization is the first step to avoid reassignment. You can also create technician templates for general responses and common tasks. The need for a simple service catalog that end users can view in the application is irrefutable. Your IT help desk application should allow end users and technicians to have personalized list views of tickets and provide quick links for notifications and ticket creation.