12 Help Desk Ticket Examples (With Templates) For Busy IT Managers

Help Desk Ticket EXamples

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IT help desks are busy operations. Customers, whether internal or external, are calling and, in most cases, sending support tickets via online forms and Live Chat.

IT Service Management (ITSM) teams don't have time to write every single response message from scratch. You need a ready-to-use set of templates to cover the most commonplace scenarios, such as printer, password, and third-party software (SaaS) problems.

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SLA Formula: How to Calculate and Improve Service Level Agreement Scores

SLA Formula Calculations

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When it comes to customer service and IT support, Service Level Agreements (SLAs) are essential for ensuring high-quality customer service and maintaining contracts between in-house teams, customers, and service providers.

As call center and IT help desk managers, your ability to maintain high SLA scores can significantly impact both customer satisfaction and the efficient running of contact center or IT operations.

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Reactive vs. Proactive vs. Predictive: 3 Stages of Help Desks

3 Types of Help Desks: Reactive, Proactive, Predictive

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IT Service Management (ITSM) help desks can implement and deliver services in one of three ways: reactive, proactive, or predictive.

In many respects, these three levels represent different stages of the ITSM maturity model. Measuring ITSM maturity is a way of assessing "how good your organization or system is at self-improvement." If you're still delivering reactive IT services, then that suggests a lower level of maturity, which results in higher staff turnover, higher costs, and lower key performance indicators (KPIs), customer satisfaction, and service level agreement (SLA) scores.

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What is Ticket Deflection? Streamlining Customer Support for Enhanced Efficiency

Ticket Deflection

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In today's ever-changing, technology-driven world, organizations strive to provide efficient and effective customer support. One strategy that has gained significant attention is ticket deflection. By proactively guiding customers to self-service resources and resolving their issues without the need for direct contact, ticket deflection streamlines support processes and benefits both organizations and customers.

In this blog post, we will examine the concept of ticket deflection, its benefits, and how organizations can leverage tools to enhance their support operations.

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Giva Guide to Knowledge-Centered Service (KCS) in IT

Knowledge Centered Service (KCS)

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Knowledge-Centered Service (KCS) in ITSM is a way of capturing and retaining internal knowledge while people are working.

KCS Meaning

Knowledge-Centered Service (KCS) is a system and training process comparable to ITIL®. It's a system of best practices that IT service management teams can adopt to improve knowledge retention, iterative learnings, and lessons from critical incidents and change management.

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How Personal Knowledge Management (PKM) Fits Into ITIL Knowledge Management

Personal Knowledge Management (PKM)

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In almost every profession and job, personal knowledge management (PKM) is something most of us do every day without realizing it.

When you start a new job and learn the ropes, you take notes and organize them (ideally) so you can do your job better.

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Guide to Knowledge Management Best Practices, Tools, and Features

Knowledge Management (KM) Best Practices

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Knowledge management serves two purposes: giving front-line, usually customer-centric staff, the information they need to provide customer service. These are known as internal knowledge bases.

At the same time, customer-facing knowledge bases are an integral self-serve solution and part of the customer experience.

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Top 7 KPIs for Measuring Change in ITIL

ITIL Change Management KPIs

Change Management, now known as Change Enablement in the Information Technology Infrastructure Library (ITIL®), is a way of managing change requests and implementing updates and changes in software, applications, and IT systems.

As IT leaders and professionals know, ITIL is a best-practice framework or set of best practices that guide IT Service Management (ITSM).

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Key Elements of Customer Support Models for Software-as-a-Service (SaaS) Excellence

SaaS Customer Support

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In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services, with many customers now expecting instant and responsive support through various channels.

Whether you are a SaaS provider, an enterprise-level company, or a small business, customer satisfaction should always be a top priority.

But what exactly does it take to excel in customer support as a service?

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What is First Call Resolution (FCR) in ITSM: Why It’s a Critical KPI Metric

First Call Resolution (FCR) Metrics

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One of the most important metrics and Key Performance Indicators (KPIs) in IT service desk and customer service contact centers worldwide is First Call Resolution (FCR).

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