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First call resolution and resolutions within the help desk are two measurements that will show you how you're help desk process is successful. If your first call resolution is as low as 50%, you'll find frustrated users, since one in two don't get the help they need as quickly as they should. Some of the best help desks have first call resolution that exceeds 85%. If you find yourself on the low side of first call resolution, you may need an efficient knowledge database (features) for creating, auditing, and using standardized solutions to end user problems. This will not only help boost first...

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HelpDeskSAAS, a leader in help desk software-as-a-service, is beginning 2010 by launching significant new upgrades to its acclaimed SaaS product. During January, the company has released version 2.2 for customers using multiple support queues to the all-new queue browsing feature. This upgrade features an easy-to-use interface, improved Tickets mode browsing functionality. Further, the company launches its new tickets' list tags, providing essential information in a format where clarity is the key feature. If you are not registered your account yet, we invite you to register for free...

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The most revealing ways to measure your help desk or service desk performance is to survey your customers. There are several approaches to the surveys, but some are more effective than others. The best approach to measure help desk customer satisfaction is case-by-case surveying. Each time a case is closed, which means the problem has been resolved and the resolution has already been communicated to the applicant, a short survey on the case is sent to the applicant. Some companies limit the number of surveys sent to the end user in a given month. Here is a sample survey, based on critical...

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Introduced e-mail to ticket conversion from multiple inboxes HelpDeskSAAS version 2.1 was released on December 20, 2010. This release includes a variety of new features, enhancements and bug fixes for a significantly improved user experience. As already available since version 1.8, the help desk e-mail to ticket conversion feature automatically converts service request emails sent by customers to your HelpDeskSAAS email address. All support submissions can be captured and centralized in order to maintain effective customer service. The version 2.1 introduces the enhancement to this feature....

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The successful help desk focuses on the essential service desk and focuses on these fundamentals to raise help desk performance to optimum levels. 1. Real-time handling of support requests Spend time each week looking at call volume and email workload on an hourly basis. You will find trends for each day of the week and each hour of the day that help guide your scheduling. By using a schedule that you create based on call and email volume, you will make dramatic improvements in customer satisfaction. 2. First call resolution Few things will satisfy your customers more than resolving...

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What HelpDeskSAAS release 2.0 brings to you? Besides the usual and ordinary improvements and fixes, the release 2.0 has introduced a several new features, which can help you to customize your help desk software: Manage access to knowledge base categories - The permission-based category access allows you to assign permissions for access to each category by client's organization or group. Customize ticket rating - Ticket rating allows your customers to rate the responses they get to tickets and this then allows you to monitor how pleased your customers are with the support they receive from...

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HelpDeskSAAS Report Builder is a Web-based ad-hoc reporting, data analysis and dashboard software tool giving users the power to generate their own reports over the support ticket database. The Report Builder displays a predetermined set of ticket columns. The report may be further customized with an initial filter clause, a default sort order, control breaks, highlighting, computations, aggregates and a chart. The Report Builder can be further customized and the results can be viewed, or downloaded, and the report definition can be stored for later use. Download guide Using HelpDeskSAAS...

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One of the biggest frustrations of customers and help desk representatives is when a help desk request must be escalated outside of the help desk. A typical scenario occurs: the customer calls regularly to check on the request status. the help desk contacts support agent assigned to the request. the customer is frustrated because the delay will affect his work. the support agent is frustrated because there are so many support, projects and operational tasks assigned to him. The final result is the help desk caught between these two and is generally powerless to help either. This...

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Motivation is one of the great challenges of managing helpdesk. Keeping morale among support staff and encourage them to strive for continuous improvement is difficult in a line of work where there are so many requests from customers. Even more, most of them come from frustrated customers who already have everything tried to solve their problem. A great facilitator of positive motivation in this environment is to set individual targets for support staff and create a competitive environment. By observing each other settings, each agent will support objective measurements that compare to their...

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HelpDeskSAAS software version 1.8 released Multilingual capability HelpDeskSAAS, a comprehensive help desk software as a service, today announced the general availability of multi-language support. HelpDeskSAAS will now be available in Spanish, French, German, and Portuguese. HelpDeskSAAS simply use the end-user's browser locale setting to determine the application primary language. For example, if the user's browser is set to Spanish, that user will see the Spanish version of the application. Availability and Pricing The latest release of HelpDeskSAAS with multi-language support can be accessed...

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