Tag: features

Effective Ticketing Software

An effective ticketing software can be the key to providing great customer service and help streamline your whole business if rolled out across different departments and sections. Customers’ expectations of support have never been higher with technology and industry standards being set. It is crucial that all organisations invest in their customer support to ensure they not only meet their customers’ expectations but exceed them.

When your organisation is looking to set up a ticketing system or seeking an improved software from the one you currently use there are a few features you should keep in mind while undertaking your search. A few of the most important include:

Ensure Support Tickets are Assigned to the Appropriate Staff

One of the biggest delay in response times is the inability for a ticketing system to auto-assign a ticket to the relevant member of a support team. This is particularly evident in organisations that have a wide range of specialists within their support team.

For some support issues, more than one agent may need to be involved and even sometimes from different departments. Having a ticketing software that is versatile across different departments makes the process of escalating issues and seeking information from other members of your team substantially easier and more efficient for staff. An easier and more efficient internal process can only improve the results for customers.

Respond to Requests Through Multiple Popular Channels

In the same way that customer support tickets can come with many different issues, those requests can come from many different channels. By allowing your customers to reach you by their preferred method improves the helpful impression you give your customers every day. Think twitter, live chat, email or phone, all methods should return a universal response therefore a software that can integrate with all potential channels is your best option.

You don’t want to have to handle request through each channel differently. Any customer support request can be created as a ticket from any channel and organised on one platform. This will ensure that a support request never slips through the cracks and unattended to.

In Depth Reporting

In Depth Reporting is an aspect of a ticketing system that regularly gets overlooked. In order to improve support operations, it is essential to be able to analysis your team’s effort. Choosing a ticket solution that provides in-depth stats can really change how effective a support service is and make target setting an easy task. A couple of metrics that managers and team leaders like to see include:

  • Staff time tracking reports
  • Ticket response reports
  • Client feedback reports
  • Top performers on the support team

The above-mentioned metrics aren’t the only reporting aspects that can be gathered, the options are endless and just about any data gathered could be tracked and therefore reported on within NetHelpDesk.

Conclusion

The ticketing software that you use has a huge bearing on how your organisation interacts with your customers and how various departments from within your organisation can interact with ease using the same system.

By choosing a solution with the features like auto-assign of tickets, in-depth report and support through multiple channels it gives your organisation the tools to create a successful support workflow. By providing your team with a system that allows them to bring about such success it will help motivate and make them more productive to produce all in all a better workplace.

Why not get a free trial of NetHelpDesk and see all what it can do for your organisation here

What is IT Asset Management?

Asset Management

The term asset management is very loosely interpreted. To be fair it depends a lot on the context that it is used in. If we were in a financial service institute the term asset would imply stocks, bonds, real estate and other financial assets. If I was speaking to an audience such as accountants for instance or anyone focused on tracking all the assets a corporation owns, they would assume I was talking in terms of enterprise asset management. This would include things like the buildings, machinery and fleet of vehicles that are capitalised and placed on a balance sheet.

When it comes to IT Assets, we refer to those assets that enable the IT side of your organisation to run day to day. In some cases, these technology assets might not be controlled by your IT department because it is extremely rare today that a company doesn’t use a software and hardware that is supporting development of a product or helping their business run more efficiently. Even by narrowing the definition to IT Asset Management there is still come confusion to consider. We need to differentiate between discovery and inventory tools. Discovery and inventory tools are used to scan the network looking for IP addresses. After one is found, it will run a scan of all installed software. If the tool uses an agent, the agent will be pre-installed on the device and a scan will be scheduled to run a specified schedule.

What is an ITAM database?

An ITAM database has three components to it – physical, financial and contractual. The physical aspect is where the physical info of an asset is collected using discovery and inventory sources to show data on those assets that are deployed. It will also take into consideration what IT assets are not deployed and are available in-house ready to be deployed if needs be or also if they are due to be retired. This stockroom info is typically logged manually by bar code readers or RFID systems if they are installed.

The second aspect of ITAM is the financial data. This data is often collected from a purchasing system/purchase order but can also be logged manually at the time of purchase. It indicates purchase order number, seller name, quantity, make and model, cost at time of purchase, depreciation and other financial attributes should they be needed. Tracking financial attributes about an asset is beneficial to understand total cost of ownership, return on investment and allocate costs to projects and IT business services. Being able to look at these attributes against projects etc. allows an organisation to understand technical debt accompanying legacy applications, for example on the mainframe, and enable improved decision making about end of life for an asset.

The third aspect of ITAM is the contractual data. This is often collected from the reseller directly from the supplier or from a contractual management system if one is in place. This would include version number, licence entitlements, type, vendor SKU, training days, service levels and other important contractual facts. There can be slightly different info gathered if it is cloud or software as a Service purchase but generally they follow most of the previously mentioned headings.

Software and hardware asset management

An information hub is created using the data sourced from software and hardware assets. It is irrelevant if the data is related to software, hardware or services associated with that equipment, it is stored centrally anyway. Software asset management and hardware asset management is a subset of ITAM. We need such access and visibility to our organisations hardware to ensure that software is installed in compliance with license agreement, without the access to hardware visibility this would-be a near impossible task to undertake. Similarly, without insight into contract SLA’s and integration into IT service management tools, that provides incident and problem management info, it is difficult to do effective vendor and performance management.

As with most things, technology is evolving at an extremely rapid pace and therefore the definition and interpretations that we use today will seem out-dated when new developments come along. This will become more evident when artificial intelligence takes over ITAM.