Most Help Desk and Call Center Managers understand that ticket categories and ticket classification is a powerful tool to keep organized. However not all managers understand that Help Desk ticket categories are a prerequisite for many of the processes and tools the Help Desk relies on. It’s not enough to just have Help Desk ticket categories but they must be updated, revised and accurate.
So what processes and tools are assisted by Help Desk ticket categories? Help Desk ticket categories is the primary tool for Help Desk Agents to set correct ticket priority level. Without ticket category guidance, you will find Help Desk Agents all over the board with priority levels. 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.
Help Desk ticket categories are a manager’s best friend for detecting issues and building effective reports. Detecting reporting on issue trends can assist management in making decisions. These training, financial and staffing decisions can mean the difference between an average Help Desk and a truly world class Help Desk. Are you getting the most out of your Help Desk ticket categories?