When your IT service management software integrates seamlessly with email, interactions between end users and service desk workers are smoother, quicker, and better documented. Furthermore, everyone already knows how to use email, so the learning curve for submitting problems to the service desk for resolution is a bunny slope.
Sure, your help desk software may have its own ticket submission feature, social media integration, or even a self-service portal, but email integration gives end users one more option for getting their problems solved using something they’re already familiar with. In fact, email integration can ultimately save your company money. Here are 5 ways it can do that.
1. By Keeping the Phones Quieter
When your service desk software includes email integration, even tech-averse end users can change their habits. Sending an email that automatically appears as a new ticket on the help desk dashboard can break long-winded callers of their habit of phoning the help desk for every little thing. It’s far easier to read an email while bolstering your blood sugar with a mid-afternoon snack than to try to carry on a phone conversation, and once your frequent callers realize that their help request emails are tracked throughout the process, they’re more amenable to using email rather than their phone.
2. By Automating the Ticket Commenting Process
Email integration allows every aspect of the resolution process to be tracked, from the time the incident is received at the service desk through resolution. Email messages are automatically transformed into ticket comments, and replies and discussions are fully trackable and added as comments to the original ticket. Without email integration, you would have to manually email end users about status, rather than having it all done for you automatically.
3. By Automatically Notifying Help Desk Workers of New Assignments
When a new email help request is received, service desk workers can be automatically notified when an incident is assigned to them, as well as when a user comments on an incident. And all this is kept track of, so that you don’t waste time jotting down notes (and trying to decipher your handwriting later on). When busywork is kept to a minimum, efficiency goes up and costs stay under control.
4. By Keeping End Users Apprised of Status
Have you ever had end users who were constantly checking up on the status of their tickets? This wastes an incredible amount of time and can be terribly frustrating to the service desk worker who could actually get a problem resolved if she wasn’t fielding multiple calls from a worried end user. Email integration lets end users know what’s going on so they’ll have one less reason for time-wasting questions.
5. By Making Request Tracking Easier
Not sure how far the new guy got on clearing a virus from and end-user’s laptop? You can check the email and find out what has been done and when. If you have a help desk worker prone to slacking, your email integration lets you check up on whether he’s actually done what he says he’s done. When everyone is more accountable, things get done more expediently.
Email integration is one more way you can help end users help themselves. Learning to submit help requests by email is easy, and end users who don’t take to other methods of reporting problems have less of a problem using email. Tracking features cut down on the need to take notes and make manual ticket comments, and end users know when action toward resolving their problem has been taken, or when the help desk needs more information. Email integration cuts down on phone tag and generally aids in communication between the service desk and end users. The results are better efficiency, less wasted time, and ultimately cost savings.
About Karen Small
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