NetSupport ServiceDesk, our browser-based helpdesk solution, can provide a heap of benefits for you and your organisation – here are just a few!
Work smarter not harder
NetSupport ServiceDesk allows staff to create rules or set ticket prioritisation and categorisation manually, helping operators to prioritise their work and manage expectations. For maximum efficiency, they can auto-assign tickets based on certain criteria to a specific person, as some operators may be more qualified on particular issues than others. Adding notes and files can also help operators to keep related information together, meaning they can be accessed later if the same issue occurs again.
Manage customer satisfaction
The customer-friendly self-service portal allows users to check and review the status of their incident, ensuring they are kept in the loop throughout the life cycle. This also helps the department to manage their expectations.
Track and analyse trends
IT technicians can quickly identify recurring issues or trends in the type of incident being logged and spot potential problems before they emerge. They can link multiple incidents and, if needed, assign them to one of the other ITIL processes, such as problem or change management. Network managers can also use the flexible reporting options to manipulate data, with on-screen results being provided in a variety of chart formats.
Evidence team success
NetSupport ServiceDesk helps technicians to gauge the effectiveness of their support with a range of real-time status reports, from a record of time spent dealing with an issue to how many were closed on time – helping to ensure all data logs are accurate.
For more information on NetSupport ServiceDesk and its benefits, click here!