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Control Methods for Helpdesk Reporting

Ragnarok

Involved In Discussions
#1
Hello

I work in an IT company and the support incidents are being opened , updated and closes on the helpdesk system by our support engineers.

We dont have at the moment a support coordinator that opens cases when the customer contacts us or emails us.

We received a complaint by a customer that he had informed us of a problem in his system a long time ago (over a month) and that until now it wasnt solved

Upon investigation it turned out that the engineer had not introduced the incident in the helpdesk and thus we were not able to detect that the case took too long to be solved

I would like to know if anyone has any suggestion (Beside hiring a support coordinator) on how to be able to control reporting on helpdesk to make sure that all incidents are entered on it
 
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B

BethP

#2
We use a help desk ticketing system from HelpSpot (not affiliated with them; software meets our need, but not anything stellar). Whenever someone e-mails our help desk, a ticket is automatically created. User gets acknowledgement e-mail + link for tracking what happens to the request. Help desk team reinforces with users to send request to the help desk, rather than calling or using instant messenger.
 
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