Q. Dear Help Desk Coach,
Recently I attended a management forum, and when I introduced myself as an IT manager, the group launched into a unified grumble over their companies’ instituting ticketing systems for support.
I’m trying to initiate a ticket system in my company. Because ticket systems have such a negative perception outside of IT, I’m concerned about how to present our ticketing system to my company’s user base. Do you have any suggestions?
Dear IT Manager,
The word ticket, as in You’ll have to fill out a ticket before the service desk can help, has become a negatively charged word. As in the group you mentioned, users perceive it will take them longer to receive support, the help will be more generic and less knowledgeable, and the experience will be more frustrating.
With the advent of a ticket system, the user’s support experience will be changed. This is an opportunity to provide multiple options for support, rather than service desk as only resources.
- I’m a believer in self-support options. If your service desk has not compiled a list of FAQs with easy to implement solutions, now is the time. Promote self-support through an outbound email campaign and on internal company site/intranet. When users rely less on contacting the service desk, they’re less likely to feel frustrated when they do need to generate a ticket.
- Implement a lunch and learn series, where you can provide lunchtime workshops on resolving a frequently asked question. Recording the session to be offered as a follow up link is another way of teaching your users to help themselves.
- Create an email tip of the week series with an answer to a FAQ sent to users on a weekly basis. The email tip can be text or a link to a previously held session.
Try these strategies and your user base will see the service desk as a resource, rather than simply enforcers of a new system.
The Help Desk Coach
© Donna Earl 2016.