Who Calling IT Help Desk Most Frequently Report


This help you understand what customers are calling about.

It is inefficient to have service request categories that are not used. First, it slows down the processing of new service requests. Second, it leads to improper categorization. This help desk report displays a list of all categories with the frequency of use. At least once a quarter this report should be run to view the category use distribution. You can then disable categories used infrequently. Frequently used categories can be used in conjunction with a Root Cause report for performance improvement initiatives.

This report helps you pinpoint potential problems. For example, you might want to select a location or region and want to see the service request volume from the top twenty-five customers. This would allow your service department at that location to review all the cases from the most frequently calling customers and create a strategy for reducing the number of contacts. By running this report on a regular basis, you can obtain the information and apply it to an on-going improvement program.


Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms