We love that the ZCob is using our online Helpdesk System to directly file service requests and trouble tickets. But what about the wide array of requests that come in by person or by phone? Enter: Talk > Type > Ticket. Your Zing Geeks type up those requests and enter them into our online Helpdesk System

Why is this better?

-All technical support problems (and answers!) are documented. This will enable us to see trends and let us refer to old tickets to help solve recurring issues.

-It helps us better communicate with each other. All members of the IT staff can contribute their solutions to issues that otherwise would not have been on their radar.

-It gives us a more accurate measure of our workload. By logging all issues, we have a clearer picture of the technical health of the organization and the productivity of our department. This will improve our resolution efficiency.

-Having the issues that we face in the Helpdesk System allows us to better measure the scope of our work for each of the businesses over time.

This entry was posted on Friday, October 13th, 2006 at 4:37 pm and is filed under Improvements. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.