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From service disruptions to asset requests, IT help desks always have a lot of emails waiting to be attended to.
Because forwarded emails don’t do a great job at building accountability, some urgent requests get delayed.
To add to that, there’s a lot of back and forth of emails when teammates have to work together to troubleshoot. It all becomes a little sluggish.
Give every request a clear owner - by assigning them as tasks to your team. Emails will never go unattended again.
Automate all lost-password emails to be assigned to Mark and all app requests to Macy. Things move fast that way.
Make internal discussions easy. Your teammates discuss asset requests without having to write more emails.
Everyone on your team can reassign tricky issues or authorization to senior members on the team. It just takes a couple of clicks - no forwards or CCs.
Set the right expectations for your team by creating SLA rules. You will never keep an employee waiting for an answer again.
Find out what type of problems take more time to troubleshoot, or who needs more training. Take informed decisions.
Kate Sullivan, Lonely Planet