| Step | Analysis to be performed | Actions to be considered |
|---|---|---|
| 1 |
Check if the information that is subject of the ticket is available; Check if the product/service meets the client expectations described in the ticket; |
• Update the product/service documentation to address the subject of the ticket; |
| 2 | The ticket remains open after it is addressed by the Help Desk, despite, accordingly with your organization standards, “proper answer” has been provided (for the selection consider that sometimes this type of tickets might be closed after an answer is provided by the community); | • Assess if what you consider “proper answer” is not failing to address your client need; (ex. The answer is vague or general. The client is dismissed with standard answer that is not fully aligned with the subject of the ticket …etc.) |
| 3 | The ticket remains open after it is addressed by the Help Desk, because no “proper answer” has been provided (for the selection consider that sometimes this type of tickets might be closed after an answer is provided by the community); |
• Assess if there is a proper level of easiness in using the product/service. Both your client and your Help Desk might have difficulties in understanding the product/service; • Train your Help Desk staff. Failing to provide proper answer might be either due to lack of well documenting the ticket, either due to lack of proper knowledge of the product/service. An analysis must be conducted to distinguish among the two before setting the training curricula for the Help Desk staff. |
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