Document everything Communicate with customers Promote first-contact resolution Be proactive
Documenting
Every event and request should be logged in the system you choose so you can view the whole picture of your procedures. You must understand the influence on the end user (consumer or employee). It doesn’t matter if the ticket is urgent or takes a lengthy time to fulfil. Everything your team does should be documented so that they may be held accountable. We recognise that working with multiple project managers and heads of departments can be challenging, therefore our product can serve as a focus point rather than requiring the customer to explain things over and over again.
Communication
According to Service Desk best practises, you should keep in touch with customers, even if it means telling them that nothing is being done. Customers become irritated when they submit a request and do not receive a response. They have no idea you’re working on the problem unless you tell them.
