"Day in the Life" Demonstration

IT Help Desk Administrator

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Define a Series of Pop-Up Questions Linked to Nature of Requests (NOR)

As an option, you can also set-up a series of questions that will pop-up in the browser of the user when the related NOR is selected while opening a new service request. This will remind the analyst handling the call to ask the customer specific questions. There is a data entry box available to input the answer. These answers are then captured in the service request problem description diary.

Pre-defined questions help to make any new Help Desk analysts become proficient faster. They also provide consistency in documenting tickets. This is a process that all of your second level support technicians will greatly appreciate.

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