[Blog] Benefits of streamlining the helpdesk with self-help

[Blog] Benefits of streamlining the helpdesk with self-help

The self-service portal offers end-users first-line support and encourage them to find information, request services, and resolve their issues faster and directly without involving any helpdesk technicians.

Whether you already have a service portal implemented or just exploring the benefits, they can be a critical piece for your helpdesk service strategy.

Integrating self-service portals as part of the helpdesk offer greater benefits by providing self-help.

For instance, many end users are now tech-savvy and want more autonomy in dealing with their own IT issues. Thus, by providing a digital interface that is simple to use, end-users would be able to handle minor issues and information requests that would otherwise come to the helpdesk.



A recent survey states that 20-30% of calls to the helpdesk are password-related issues. If even half of these can be handled by the end-users themselves, the reduction in calls to the service desk will be a not-insignificant 10-15%. And, with fewer inbound calls coming from less complicated issues, the helpdesk can focus greater resources on solving the more complex issues hurting business operations.

Benefits of the self-service portal:

  • Enable end-users to solve simple and repetitive incidents on their own by accessing relevant solutions in the knowledge base.
  • Showcase your IT service catalog in the self-service portal and allow users to easily pick and choose required services.
  • Keep end users updated on ticket progress and approvals through automated notifications and allow them to communicate with IT technicians from within the self-service portal.
  • Reduce walk-ins, calls, and duplicate tickets by making company-wide or user-specific announcements of outages and planned maintenance.
  • A customized portal experience. 
  • Set access controls and permissions for end-users on knowledgebase articles, request templates, service catalog items, and announcements.
  • Auto-suggest solutions
  • Translated and Multilingual UI.

With all that said,

Take advantage of the self-service portal created with ITIL best practices in mind and deliver a better service to the end-users.

Use this link to signup for ServiceDesk Plus free trial.

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