Helpdesk

Helpdesks make managing user support requests easy and simple. They are used to troubleshoot problems. A helpdesk can take more than 1 form. You can use a telephone helpdesk, where you call up support via a telephone or a web-based helpdesk in which you submit tickets and await a response.

Web-based help desks allow you to assign a priority to the ticket. This means more important issues are resolved first and less important issues will receive longer response times.

Creating a knowledge base might help support technicians identify the solution to a problem a user is having. A knowledge base will give support technicians easy access to information needed to support users.

Creating a user support request database could be beneficial. Allocating requests to support technicians and escalating the priority of the ticket if the problem still remains unresolved.

Analysing all the support requests to find common trends would help to find out a common problem that may need to be addressed. For example if 60% of your tickets filed are stating they do not have internet access, then it is safe to assume that the issue is not just an isolated incident.