Pathways to Solutions: A Typical Help Ticket Journey
Do you sometimes feel as if your IT helpdesk processes lack any rhyme or reason? Small businesses that create their own help desk solutions from scratch often end up with a scattershot system that fails as often as it succeeds. With that in mind, let’s follow a typical help ticket through a smooth, logical path toward resolution.
The first steps involve help ticket creation. An email or phone request leads to a technician generating a help ticket, while online requests trigger a system-generated help ticket. Either way, you can either solve the problem immediately, or you assign it to a technician for evaluation.
At this stage, the technician can often resolve a low-level help ticket without much further ado. If the problem turns out to be trickier than anticipated, it gets escalated to the technician’s supervisor. The supervisor studies the problem and decides whether it can be solved in-house or not. If it can, the appropriate team figures out the answer and relays it to the technician for implementation. Problem solved!
If your IT department decides that it can’t solve the problem in-house, the help ticket gets escalated again. After advising the end user of the situation, the team engages outside aid for repairs or other forms of service. If the usual options simply won’t solve the problem, it’s time for the IT management team to step in and come up with an alternative that will settle the end user’s issue.
It may sound like a complex path to follow, but a dedicated IT helpdesk services provider knows exactly how to put any kind of help ticket through its paces toward an optimal outcome. If you need to put the power of this logical, effective system to work for your organization, that’s an easy problem to solve: Contact Gravity Helpdesk!