Self-service to the rescue! But how effective is your solution base?
According to a study by Forrester, 72% of US customers prefer to use a company's website to get answers to their questions rather than contact the concerned service desk via telephone or email. If that number feels a little big, ask yourself: When was the last time you picked up the phone and called your service desk to raise a request or report a problem? Well, unless the issue is a show-stopper, we all prefer the good old knowledge base articles. With more and more customers turning to selfTicket burn rate and the art of help desk planning
Ticket burn rate is the percentage of tickets resolved as compared to the total incoming tickets for a given month. You can tweak this report to give you weekly stats as well. There are a variety of situations where the burn rate report is helpful. One such scenario is when you have to make staffing decisions. A burn rate of above 80% shows that your technicians are able to resolve most of the requests within the same month. Anything below 80% is an indicator that your helpdesk may need more hands.A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long youSort descending or ascending in reports
For example, I would like to sort a list of projects by descending priority (showing 99 on top and 01 at the bottom). Right now I can choose to sort by Priority, but the default is ascending. This applies to many other scenarios
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Hi there, We are thrilled to kick off the first session of our upcoming five-part webinar series, where we walk through Analytics Plus 6.0—IT’s first-ever decision intelligence platform. While traditional analytics stop at telling you what happened, decision[Free e-book] The ultimate guide to overcoming help desk hurdles
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Hello there, Is a near-constant flurry of tickets weighing down your help desk operations? When operating in a perpetual fire-fighting mode, we often fail to spot technicians' woes. Our latest webinar lays out strategies to catch the signs of a struggling[Free webinar] How to make the help desk your first line of cyberdefense
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We prioritize tracking and optimizing the performance of help desk technicians, but often fail to account for how closely performance is tied to technician skillsets. Identifying individual skill levels of technicians is vital in understanding and improving
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Report - Tickets older than X time and tickets with no replies
Good afternoon friends, Our COO asked we devise separate reports which will show him two things. 1. Any open/assigned/unassigned tickets which are older than 10 days 2. Any tickets that are open/assigned/unassigned that have no response. I'm fairly certainRequest status times report
I was asked to set up a report that shows the amount of time that a ticket was in each status. Open: How long was the ticket Open until it was set to "In Progress" In Progress: How long was the ticket In Progress until it was set to "Resolved/closed"