InvGate Blog

Customer satisfaction is something that no value-driven service provider organization should disregard. For IT departments, it acts as a sense check for how your IT help desk is delivering against end-user/customer needs, how your IT service management (ITSM) practices are performing, and how your customers are feeling. Here are ten tips for improving your IT help desk’s customer satisfaction. 

Topics: customer service, Help Desk

Harmony Public Schools, a system of public charter schools in the United States, faced the challenge of routing requests by customer location, in order to provide quality support in its 58 schools around Texas. Their previous tool didn’t have enough functionality nor flexibility, so they started looking for a new solution. After trialing 12 help desk tools, they chose InvGate Service Desk - and here are all the reasons why.

Topics: Service Desk Software, Help Desk, Help Desk Software, Service Desk

Aged tickets hurt IT service desks and their parent organizations. From the business’ perspective, employees struggling for much longer than is acceptable and potentially losing productivity. From an IT perspective, it not only means that we’re failing those we serve, we might also have significant issues with our operations. Hopefully, you found part one of this blog valuable and it’s given you a start on handling your aged tickets. Now, let’s roll up our sleeves and keep up the good work! To help, here are five more tips.

Topics: Help Desk

Let’s face it. We’ve all been there. Attending a service review with a customer only to be faced with an incident or request that should have been sorted out months (if not years) ago. Such “aged tickets” happen for a variety of reasons – complex systems, organizational change, or even plain old “not enough people on the IT service desk.” The reality is that these aged tickets hurt us. From the business’ perspective, they have people struggling for much longer than is acceptable and from an IT perspective it means that we “can’t see the forest for the trees.” To help, here are my first five of ten ways to overcome your aged ticket problem.

Topics: ticketing system, Help Desk, Ticket Management

As you might know, we’ve recently launched a major release for InvGate Service Desk 6.0, featuring a whole new UI for improved organization and tracking of help desk activities. But the ball keeps rolling and we continue to develop new improvements.

Topics: help desk, Service Desk Software, service desk software features, Help Desk, InvGate Service Desk, Service Catalog

Managing an IT help desk is one of the most visible roles in IT. Done well, you can support your team, inspire great service, and increase customer satisfaction. Done badly, you’ll demotivate your people, have unhappy customers, and a high churn rate (in terms of both team members and help desk users). If you want to improve how you manage your IT help desk, are about to take on a help desk manager role, or simply want to ensure that you’re doing whatever you can to get things right, then here are ten tips for becoming a great IT help desk manager.

Topics: Help Desk

Incident management is front and center of your IT service provider offering. Done well, effective triaging can speed up incident resolution times, make life easier for technicians, and improve customer satisfaction. To help, here are five questions for your IT service desk to ask itself when you’re reviewing your incident categorization approach.

Topics: Help Desk, Incident Management, Major Incidents

In our opinion, the IT help desk is one the most important functions you can have in any service-oriented organization. Having a help desk in place means that there’s a single point of contact for the business to engage with IT, end-user requests and incidents are managed centrally, and nothing is lost, ignored, or forgotten about. However, there are some common mistakes that organizations make when setting up their IT help desk. Here are four such examples (of mistakes) along with our top tips for building your help desk in a way that best serves your organization and the people who work within it.

Topics: Help Desk, Help Desk Software

So, you’re about to take your ITIL Foundation Certification exam and can’t wait to get the new qualification. However, if you’re like us, it might have been quite a while since you last took an exam, and you now feel a little apprehensive about proving that you know your stuff. Plus, even if this isn’t the case, you still might be thinking: How can I increase the probability that I’ll pass the exam? Perhaps even with flying colors.

Topics: ITIL, Help Desk, ITSM