Help Desk Categories Best Practices

Updating help desk ticket categories is a great move.

Help desk categories best practices. A guide to support ticket categorization. Categories are the basic building blocks used to organize your customer service software choosing the wrong categorization strategy will have repercussions throughout your customer service or help desk team from inefficiencies in assigning requests to inability to accurately report on the types of requests you re receiving. Most organizations 53 report having ten or more high level categories. So the tool should enable the category to change during the lifecycle of the ticket.

To analyze current ticket categorization practices in the industry organizations were asked how many categories are included at the highest level of their selection options. They can provide a wealth of real world front line perspective as to how categories and their hierarchy can help them more efficiently and easily get the job done. Itil service management best practices cover many areas of it service management itsm including incident management configuration management and itil help desk management. The following is a summary of help desk best practices from the following three authority sources.

There are many benefits in creating effective classification of ticket categories. There is another type of ticket category dealing with ticket resolution. Resolving the ticket can be categorized by a small meaningful number of categories or an elaborate category tree for the more demanding analytics reporting. The information technology infrastructure library itil the required practices for organizations bs15000 and the help desk institute hdi best practices standards for certification.

Be it the internet going down unexpectedly applications crashing or laptops malfunctioning your business will need a go to resource to receive. An affordable flexible itil help desk solution is key to addressing these different goals. With a proven help desk ticket classification methodology such as create companies can build a help desk ticket category classification scheme that increases ticket trend reporting efficiency enhance the ticket escalation process improve reporting and reduce overall support costs every help desk needs an itil ticket classification scheme to handle the customer s itil ticket type issues. In addition to the.