Help Desk Ticket Categories

Whether you use service now bmc remedy cherwell or another ticketing system build a help desk create allows companies to reduce the organization s support costs by. Ticket types are linked to agent teams. They have a double role to play and are critical in creating a successful help desk.

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Help desk ticket categories are a manager s best friend for detecting issues and building effective reports.

Help desk ticket categories. Does anyone have an inclusive list of ticket categories. The first role is when the requests are entered into the system. A user submitting a question in the help desk can specify the ticket type but a ticket s type can also be changed by an agent or set through rules. 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.

Help desk category structure trying to please everyone the categories to your service desk system are the biggest mine field you will face. I am in the process of implementing a new ticket system for my help desk. You may have ticket types for it support it purchases and human resources for instance. Categorizing your support tickets.

Help desk ticket categories can help present category specific just in time knowledge solutions and decision scripts which is a terrific way to improve your help desk first contact resolution. Create help desk ticket classification december 22 2015 july 11 2016 admin with a proven help desk ticket classification methodology such as create companies can build a help desk ticket classification scheme that increases ticket trend reporting efficiency enhance the ticket escalation process improve reporting and reduce overall support costs. Updated aug 24 2019. By acenhole 15 years ago.

Help desk ticket categories. Detecting reporting on issue trends can assist management in making decisions. These help desk ticket category buckets will allow knowledge to be presented to the help desk agent when trying to provide proper support enable proper routing of escalated tickets and allow trend reporting of ticket types. The phrase agent a has permissions for category x usually means that.

Agent a can see tickets in category x and can handle. Help desk ticket categories. By alex yumashev. Usually help desk software offers limiting the visibility of a ticket category by users groups or roles.

In jitbit helpdesk you can control permissions for both agents and customers. A guide to support ticket categorization. Making the categories easy to navigate can prevent your call loggers from getting stressed or logging. A ticket s type indicates what kind of question is being asked.