To set up a help desk and
customer support system that reflects your service and support structure, you need a good understanding of that structure and help desk processes.
Information Recording and Tracking
- What information do you want to record and track for each issue and help desk ticket?
- Do you manage and co-ordinate issues and requests into a ticket queues? HelpDeskSAAS allows you to define multiple ticket queues and record issues into queues based on different criteria.
- How do you categorize issues?
- Do you want to provide different views of the issue data?
For example, do you want a summary view optimized for fast logging issues and categorizing problems, and a detailed view for recording things such as how the issue was resolved?
Workflow and business rules
- What is your help desk process?
- Can you represent the path of an issue through the process as a sequence of steps, or decisions, such as New, Working, Waiting, and Solved?
- Who should have permission to make each decision? Who will be responsible for carrying out each step in the process?
- Do you need e-mail notifications to enforce ownership and accountability when ticket are submitted or solved and who needs to be alerted? What kind of data notification message should contain?
Roles and responsibilities
- What are the different roles and responsibilities of your help desk staff (such as help desk analysts and group leaders)?
- Can you divide customers and their users into groups?
- Do different groups have different requirements for the system? Do you need to restrict access to the system based on specific preferences of your clients and their clients?
For example, you probably want to give them only limited access to the system so they can submit new ticket and track their status. Help desk staff, on the other hand, will require greater access to the system.
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