Reducing the number of Help desk tickets

Submitted 10/2/2012 by Level 2 Support

One of the main considerations for a help desk agent is how to reduce the number of tickets he receives. As you know, providing a support for your product isn’t easy or profitable thing. At least not in a short term. So reducing the number of the tickets means good customer product and good customer service. Here are a few ways to do that:

  1. Easily searchable knowledge base – the comprehensive knowledge base is of vital importance to the help desk personnel. There are two types of knowledge base – internal and external. Internal knowledge base is the on that is used by the employees to find a solution to a problem and consist of information that isn’t public and is hidden from the eyes of the customers.  External knowledge bases provide information for both customers and employees. By making your external knowledge base easy to search and intuitive you give your customers a place where they can find the solution to their problem without having to contact you directly.  To make it easy for the customer try to make your search mechanism working properly, display the errors just as they can be seen by the user experiencing it and try to document every possible that can happen while using the product.
  2. Create a FAQ section – most of the customers contacting you will ask the same questions and that is inevitable. Create a FAQ section with answers to the questions with the highest frequency and publish it for external user to view when needed. It can also include common configurations for your product and anything else that is mostly asked by your customers.
  3. Troubleshooting guides – narrowing down the reasons for a problem is a major step towards solving it. Most of the times customers complain about a product they can’t point out the real problem. Not everybody approaches problems in a logical fashion, so sometimes people need a guide to find out what the problem is, so to make the solution come up faster. Flow-charts, questions and answers – it doesn’t matter the fashion – a good troubleshooting guide can make the life of both clients and employees better.