The amount of daily correspondence a modern company receives can be frightening.
If employees cannot provide efficient service for their requests, these issues will remain unresolved and lead to real frustration and loss of productivity. The effect of open requests or unresolved tickets can be very harmful to a company’s work flow. At the same time, unfulfilled customer support requests reflect poorly on a business’s image, leading to lost clients and less revenue.
Spending developer time creating a system internally to collect all of these service requests takes valuable resources from other departments. Luckily, Crow Canyon’s SharePoint help desk ticketing system is readily available to solve this very issue. This ticket system creates order amidst the chaos of multiple service requests.
However, with Crow Canyon’s SharePoint help desk ticket system, the ticket is automatically recorded, assigned, and tracked, and is available for easy access from a database. Employees in IT or facilities or other departments can log on to this SharePoint-powered service, look up open tickets in a clear and “to the point” manner, which greatly increases productivity. Having this automatic system ensures that important issues will be received and resolved quickly.
A ticket’s visibility is extremely important in its journey to being resolved. Companies that implement a help desk system of this kind can effectively track existing and new tickets, allowing for structure in the solving process. Furthermore, SharePoint help desk allows employers to see statistics surrounding the service request, such as:
This prominence promotes a sense of accountability in employees. Workers know that an issue needs to be resolved. By looking up the ticket through the SharePoint help desk ticket system, they can start to work on the problem or easily collaborate with other staff across the company. Crow Canyon’s SharePoint system automatically tracks progress on the ticket, updating the information on the database for all to see. An active system cuts down on personnel inadvertently working on the same problem.
What this whole process comes down to is proper and highly efficient communication. Frustration occurs when one party in a conversation feels that they are not being heard. Companies, both large and small, are wise to understand this concept and apply it to their processes. A SharePoint help desk ticket system allows for a greater sense of communication. Employees can easily see and contribute to a solution in a timely manner, leaving them ready to tackle the next challenge.
Creative Commons Attribution: Permission is granted to repost this article in its entirety with credit to Crow Canyon Systems.