Optimizing Help Desk Settings

Deploying help desk software is a rare opportunity to organize the support process and remove habits and trash that accumulate like lint from the charging port of smart phones from your computer.

The primary goal is to provide consistent support, but stopping there may miss opportunities to improve service levels.

If you've just chosen a new help desk service, or decide it's time to revisit your existing configuration, the first step in optimizing your help desk deployment is to set some goals.

How To Plan Your Help Desk Setup

1. Minimize Customer Friction

Customers do not need to know the inner workings of the help desk to get support.

The better they can bring their experience closer to conversations with other people, the better. This includes rewriting default emails and templates to use your own voice, removing ticket numbers and customer IDs when you don't need them, simplifying support forms or entry points to solve your problems. It may include asking only what is really useful to you.

2. Minimize The Burden On The Support Team.

The extra tasks, additional clicks, and new processes you add to your support team role take time to actively help your customers. Set up your help desk support services to save as much time and energy as possible to help your customers.

3. Reduce Redundant Work

If you or your team do it over and over again, it is a goal of improvement.

Can some ticket processing tasks be automated? Can I add prewritten workflows or snippets of answers to address common issues?

4. Summary Of The Report

You must have a clear understanding of what you want to measure, from which you can return to the information you need to collect in a support conversation. If you meet these requirements, you can set up a help desk to collect information in the most consistent and easy way possible.

5. Remove The Debris

In a busy support team, help desks are piling up all kinds of electronic crime. Are there any workflows or filters that you no longer use? Outdated or imprecise saved response? Do you have accounts for people who are not on the team?

Cleaning all of these items reduces the chance of accidentally submitting the wrong answer and saves you time and effort by displaying only the options and information your team needs to use.