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12 Artificial Intelligence Steps for IT Support Ticket AI Automation

September 9, 2023 Wayne 0

Implementing IT support ticket AI automation using Artificial Intelligence (AI) can significantly enhance the efficiency of your IT support team. Read our guide on How AI works. Implementing IT Support Ticket AI Automation drives efficiencies using AI can reduce response times and improve user satisfaction. Here are the 12 high-level steps for implementing IT support ticket automation. 1. Understand Your Needs Conduct a thorough assessment of your current support ticketing process. You need to document […]

IT Ticket Categorization versus IT Ticket Classification

IT Ticket Categorization versus IT Ticket Classification

September 4, 2023 Wayne 0

Is there a difference between IT Ticket Categorization and IT Ticket Classification? You may see and hear these similar terms in Wayne Schlicht’s Help Desk Ticket Categories book, on the Help Desk Management website, and in the Help Desk Management videos. The terms “categorization” and “classification” in the context of IT ticketing systems are often used interchangeably. Still, they can also be interpreted to mean slightly different things, depending on the organizational context and the […]

Help Desk Classification

Help Desk Classification Drive Incident Priority

August 5, 2018 Wayne 0

Help Desk classification is a primary method for Help Desk Agents to set correct incident priority levels. High priority incident tickets can be quickly identified by updating ticket categories by business services. When the Help Desk Agent applies a ticket classification to an incident ticket which is associated with a mission-critical service, the ticket priority can be raised to a higher incident priority. Raising the incident priority can be accomplished manually by noting ticket categories […]

Ticket Classification Benefits

Ticket Classification Benefits Help Desk management

March 24, 2018 Wayne 0

Ticket classification benefits Help Desk by improving efficiency and will also lead to achieving higher customer satisfaction results. A Help Desk needs a ticket classification scheme to properly handle the customer’s issues when they contact the Help Desk for support. Applying proper ticket classification immediately when a Help Desk ticket is created, enables the Help Desk Agent to leverage more advanced resolution enabling tools. Below are some of the major resolution tools that can be […]

Help Desk Ticket Categories

Help Desk Ticket Categories

August 5, 2017 Wayne 0

Most Help Desk and Call Center Managers understand that Help Desk ticket categories are a powerful organization tool. 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 have Help Desk ticket categories they must be updated, revised, and accurate. So what processes and tools are assisted by Help Desk ticket categories? Help Desk ticket categories […]

Help Desk Ticket Categories: CREATE Help Desk ticket classification

August 14, 2012 Wayne 17

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 […]