There are plenty of Service Desk Systems from many vendors in the market. But not all of them are user-friendly to end users, service desk staff and service desk administrators. Most systems are either friendly to the end users or to the administrators. They are not the best for both. Advanced Service Desk Systems are part of Complete IT Management Platforms offered by major vendors, and these platforms include IT and security management (ITSM) with remote monitoring and management (RMM), patch management and service desk management.
Whenever end users face issues they raise them as a ticket in the Service Desk System, which is also called as a Help desk system or ticket management system. The users specify the priority, due date and other conditions with which the issue must be addressed usually in a Customer Web Portal. Service level agreements are maintained between the end user’s enterprise/ company and the service provider. Based on the kind of Service Desk Systems, tickets are assigned automatically or manually by service desk staff. The tickets are assigned to the concerned department, who would be able to monitor the ticket and its details, and then take appropriate action.
The Customer Web Portal is the place where many users find it difficult to handle. Some are designed with too many criteria to specify, some are too complicated, and some do not have customized fields for specifying the issues or requests. Their unfriendly nature has in many cases lead enterprises/ corporates to resort to a system wherein the end user directly contacts the IT support staff through phone or email and conveys the issue. The IT support staff create the ticket on behalf of the end users and rest of the process is the same.
If the Customer Web Portal component is friendly enough then the end users would be able to monitor the state of their request (in real-time) and communicate with the IT support personnel on any clarification or change in details. Better communication facility leads to better, speedy solutions.
In fact, some IT support service providers maintain that providing a Customer Web Portal is not a good idea at all. They are totally against this idea, citing reasons that in most companies the process is cumbersome. The end-user has to provide information such as name, username, and contact details such as – phone number and e-mail address, and then the problem details and the problem category, plus there may be other details too. The issue by itself creates frustration in the end user, and as adding fuel to fire – specifying data and answering numerous questions about the issue-at-hand adds to their frustrations.
This is where the IT department of any enterprise must take the correct decision and identify an easy but robust Service Desk System that is simple enough for end users to handle.
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