Help Desk Categories Best Practices

To analyze current ticket categorization practices in the industry organizations were asked how many categories are included at the highest level of their selection options.

Help desk categories best practices.

So the tool should enable the category to change during the lifecycle of the ticket. Categories are the basic building blocks used to organize your customer service software choosing the wrong categorization strategy will have repercussions throughout your customer service or help desk team from inefficiencies in assigning requests to inability to accurately report on the types of requests you re receiving. Itil service management best practices cover many areas of it service management itsm including incident management configuration management and itil help desk management. 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 an itil ticket classification scheme to handle the customer s itil ticket type issues.

The information technology infrastructure library itil the required practices for organizations bs15000 and the help desk institute hdi best practices standards for certification. They can provide a wealth of real world front line perspective as to how categories and their hierarchy can help them more efficiently and easily get the job done. The following is a summary of help desk best practices from the following three authority sources. Most organizations 53 report having ten or more high level categories.

There are many benefits in creating effective classification of ticket categories. Resolving the ticket can be categorized by a small meaningful number of categories or an elaborate category tree for the more demanding analytics reporting. Improve first contact resolution issue trending and setting priority levels reduce customer contact handle time improve incident ticket handling and escalations enhance metric gathering and enterprise reporting. It help desk 13 best practices a major challenge for many growing businesses is that their day to day it challenges balloon in tandem with additional hiring offices and other expansions.

See isupport s whitepaper defining and organizing category structures to learn more best practices for the category creation process. An affordable flexible itil help desk solution is key to addressing these different goals. Updating help desk ticket categories is a great move. In addition to the.