| A helpdesk support software solution does much | | | | addition, you can determine the average time taken by |
| more than responding to all customer inquiries. To give | | | | your service personnel in resolving a request or a |
| the best customer service possible, it is important to | | | | group of requests, the average workload on the staff, |
| get accurate reports at the right time and track | | | | or the type of requests made by a particular |
| inquiries in a timely and active manner. You can be | | | | customer. Powerful and flexible reporting features |
| greatly successful in your efforts at improving | | | | allow you to take reports on any system or |
| customer service if your help desk has fast reporting | | | | user-defined field of a request. |
| and smart filtering abilities. An efficient help desk | | | | Be aware that all helpdesk reporting solutions may not |
| solution will manage all the basic function with minimum | | | | be this flexible, especially those that rely on SQL |
| supervision and keep you updated with the data | | | | querys or Excel ODBC connections. In these cases, |
| necessary to improve customer service. | | | | you may have to spend some time defining the tables |
| It is basically the admin funtions of the help desk that | | | | on which the reports can be generated. While using |
| help you do that little extra for your customers. For | | | | reporting gives you a high-level view of the requests in |
| example, certain solutions provide a dashboard feature | | | | your system, at times you may want a more detailed |
| to the administrators. This feature allows you to look at | | | | a look at the requests. You could, for example, want |
| your customer service data in different views, at | | | | to see all the requests that fit a particular criterion. To |
| different times and at a broad overall level. More | | | | view data in these ways, you should select a solution |
| sophisticated dashboards display customer request | | | | that provides powerful request filtering functions. |
| data in dynamic graphs. This helps you determine if | | | | The more powerful the filtering function, the more will |
| and how much on track your service department is. | | | | be the variety of criteria on which the views of |
| Request tickers display the latest requests in the | | | | requests are generated. For example, you could use |
| system, the time they were generated, the operators | | | | this function of a helpdesk support software solution to |
| they are assigned to and the workload on each | | | | display all requests assigned to a particular technician. |
| operator. | | | | You could determine the requests that have |
| You can check the details of each request and the | | | | exceeded the time limit for resolution. In addition, you |
| way the requests are being handled from forum topics | | | | could display requests that match a specific search |
| that some solutions provide. You can take advantage | | | | string from the content of their history. Another useful |
| of the reporting tools of a helpdesk support software | | | | result could be a list of requests from customers |
| solution to determine the time, the day or the month | | | | belonging to a certain domain, such as @sagacioussol. |
| when the number of requests are at their maximum. In | | | | |