ServiceDesk Plus Snippet of the Week | Identify Your VIP Users and Help Your Help Desk
Your IT help desk most likely sees a lot of ' we need it now' incidents. These incidents could be from entry-level staff, mid-level executives, or even the upper management. In such scenarios, you will definitely need to prioritize the incidents.
Let's say, the CEO of an organization requests access to a business analytic tool to gather data. And an entry-level employee raises the same request. Clearly, you will need some form of prioritization in this case.
So how do you prioritize incidents based on end users?
Here's how you can do it easily using ServiceDesk Plus.
Classify and configure end users as VIP users based on their positions such as directors, vice presidents, managers, administrators, and so on. When a VIP user reports an incident, an icon identifying the user as a VIP appears next to the person's name. This will enable the technician to close the incident earlier.
To configure an end user as a VIP user,
Go to Admin -> Requesters (under user's section) -> Choose and edit a requester -> Enable the VIP user check box.
As an IT administrator, you can configure business rules and service level agreements to prioritize requests from VIP users.
Takeaways:
Classify requesters as VIP users to:
- Quickly resolve incidents from users who play important roles in an organization.
- Ensure high availability of service for key decision makers and increase the credibility of your IT team.