Help Desk Categories Best Practices

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.

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. Most organizations 53 report having ten or more high level categories. 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. There is another type of ticket category dealing with ticket resolution.

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. Updating help desk ticket categories is a great move. A guide to support ticket categorization. An affordable flexible itil help desk solution is key to addressing these different goals.

The information technology infrastructure library itil the required practices for organizations bs15000 and the help desk institute hdi best practices standards for certification. The following is a summary of help desk best practices from the following three authority sources. Resolving the ticket can be categorized by a small meaningful number of categories or an elaborate category tree for the more demanding analytics 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.

So the tool should enable the category to change during the lifecycle of the ticket. In addition to the. Itil service management best practices cover many areas of it service management itsm including incident management configuration management and itil help desk management. See isupport s whitepaper defining and organizing category structures to learn more best practices for the category creation process.