1. An Informative, Current Home Page
2. End-User Tracking of their Help Desk Tickets
3. Seamless Log-In
4. Forms that Gather Pertinent Information
Your self-service portal should ask strategic questions of end users when they submit help tickets. For example, the ticket submission page could use drop-down menus asking for information: like whether the problem is related to hardware or software, or the physical location of the problem. It’s generally not a good idea to ask end users whether their help ticket is normal priority or high priority because everyone thinks their problem is high priority. Instead, ask questions on the ticket submission page of the self-service portal that help with service desk triage. Questions may include:
- Who is affected: just you, or your whole department?
- Is this problem preventing you from completing your assigned work?
- Do you have a workaround (such as a laptop you can use instead of your desktop machine)?
5. A Self-Replenishing Knowledge Base
A well-curated knowledge base is far more user-friendly and helpful than a stack of user manuals.
With the right service desk software, you can create a constantly-improving knowledge base that allows motivated self-service users to tackle more of their own problems. A set of dynamic FAQs based on the most common problems also helps toward that end. The knowledge base should be easily searchable and should have a built-in ranking system that makes the most common solutions easy for end-users to find.
When implemented with forethought and skill, a self-service portal can be a tremendous help to both end users and service desk workers. Self-service portals save time and money, and generally provide ROI within a year. When your IT service desk professionals use great SaaS service desk software like SAManage, they can create an engaging and effective self-service portal and a knowledge base that’s informative and current, allowing end users to solve an increasing percentage of their own problems over time.
Cloud service desk software is becoming the new normal as companies realize the benefits of SaaS solutions in terms of cost and consistency. With SaaS service desk software, everyone is always using the latest version, so communication between service desk worker and end user is as straightforward and accurate as possible.
About Matt Shanklin
Read more articles by Matt