Why Employees Don'T Create Tickets In Service Desk?

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Why Employees Don'T Create Tickets In Service Desk?
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Service Desk is considered the one-stop-shop for all employee issue resolution. But it is seen that employees do not create tickets via Service Desk. To understand the reason behind this, we must first identify the key factors to evaluate the service desk, these are:

  • Efficiency

  • Responsiveness

  • User satisfaction

  • Conversational

  • Seamlessness

  • User data accessibility

Let us take a look at the reasons why employees do not raise tickets via service desk and some solutions to solve the same:

1) Too many help requests:

We all are aware that every service desk receives flocks of help requests or tickets for resolution. In a traditional service desk, it is often noticed that some of these tickets can go unresolved sometimes due to human error but mostly because there are way too many requests.

While traditional service desks find it hard to resolve every ticket raised by an employee, these tickets are always related to one another. This problem can be easily resolved by automation. What this means is that one must integrate and leverage the use of AI technologies into their service desk. This benefits the company as AI can detect patterns among the tickets raised and reduce the index of human error to a negligible/ minimal amount.

2) Miscommunication:

In the event of a serious outage, updates must be constantly given to the employees ensuring that the entire situation is under control.

Sometimes, there is miscommunication that takes place between the team handling the issue and the team handling the service desk. But what needs to be kept in mind is that no matter how bad the issue is, the teams involved in the tickets’ resolution must and should identify the issue and communicate with the recovery team.

Employees and users do not have all day waiting for a response from the team handling the incident. So, if an update and a workaround are provided at the earliest, it would ease the tensions of the end-user.

3) Resolution of a ticket can be a tedious process:

All the end-user cares about are his/her tickets’ resolution, and sometimes it is seen that a user would have to wait hours on a call to get a small update on an issue. This entire process can be time-consuming and frustrating to an employee. In traditional service desks, there is a good chance that tickets can get repeated and every time, a new solution will be provided because the previous occurrence may not have been recorded.

To ensure there is streamlining in the process of addressing an employee, there is a need for a messaging interface embedded into the service desk. AI Technologies when embedded into the service desk ensures that a knowledge base is maintained. This ensures that whenever there is a repeat incident, it can lead to faster resolution times and can improve the efficiency of the service desk as a whole.

4) No transparency in the resolution of a ticket:

In traditional service desks, End-user information is not documented. As a result, every time an employee raises a fresh ticket, information such as what device is being used, software running on the system, and service history needs to be collected. This data visibility is lacking in traditional service desks.

Consider an AI integrated Service desk, in this form of a service desk, a knowledge base is always maintained. This can ensure that the information is always ready at hand.

IT agents responsible for your ticket need to have an absolute understanding of your data. How this benefits the service desk is that by understanding the type of incidents raised and the status of the tickets, service desk agents are notified which increases user satisfaction and a huge drop in the overall ticket volume.

5) Cannot provide enough information about your issue:

Tickets under some service desks fall under standard categories and these service desks do not provide the option for you to add any extra information during these transitions. While comments can be added, you cannot extend the range of fields of your ticket. What this means is that most of the time, you are subjected to picking options provided to you.

While self-service is a boon to your service desk, there are some issues and incidents where an employee would want to include more information with regards to the ticket to provide a good clarity on the issue they are facing.

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