Creating, Editing and Searching Service Requests
Take a tour of eHelpDesk as a help desk analyst.
Reporting on Service Requests
Outstanding Giva Support
ITIL Help Desk Analyst Reports - First Contact Resolution Trends
Measure Trends for Tickets Closed at Create Time
Help Desk First Contact Resolution Trends Report
One of the key industry measurements of Help Desk effectiveness is first contact resolution. This measures the number of times that a customer request was resolved by the Help Desk while the customer was still on the phone (or other first contact). Giva eHelpDesk provides you with an easy to run report to measure the Help Desk performance. You have the option to run the report for the entire Help Desk or for a selected Creator and for any date range. Using the associated links, you can also view the actual tickets used to generate the report.
Request a Live Demo
Assess Your Needs
Try Giva's 30 Day Trial