You have trained your Help Desks Agents with support skills, your knowledge base is full of solutions, and you First Contact Resolution percentage is seventy percent or better. This still means that thirty percent of all Help Desk contacts (phone, email, and other means) are escalated to another group. What is a Help Desk escalation support group and how does that work? How does a Help Desk Escalation Support Group work? If the Help Desk […]
With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket category classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs ITIL Help Desk ticket categories to handle the customer’s ITIL ticket type issues when they contact the Help Desk for support. Proper ITIL ticket classification of an issue when a Help Desk […]
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