Jul 26
Over at the TremenDesk news site, they have done a great job at detailing some of the specifics of the hosted help desk application, when it comes to user and staff statistics and tracking performance.
Here is just a sample of one of the articles in question:
Due to popular demand of our look into the advanced ticket stats in the TremenDesk, we had a number of people wanting to know more about how TremenDesk handles statistics.
To drill-down into the statistics, choose a relatively short term to graph. To see to-the-minute detail, you can graph the past hour. To see hourly detail, you can graph the past day. A good place to start is 2 days, which would give enough detail without being too overwhelming.
Check out the entire series here:
Well worth checking out if you are looking to learn more about the TremenDesk hosted help desk application and the tools that come with this great help desk solution.
Jul 21
Here is a great management idea for your help desks out there.
You should think of your help desk users as a triangle. At the top point, you have the person who is in charge of it all. Then under them, we have two people that work under the person in charge. After that each person gets other people assigned to them.
This way, everybody gets a role and a place in a much more organized business. You want to make sure each person who has people assigned under them do not have too many people assigned in that place, because then there is a chance there could be a break in communication.
Help desk software like TremenDesk, a hosted help desk solution, makes this task very easy. From within the administrator interface, you can assign rolls and duties. You could have this group of people only able to see the desk they should be working, and then that group of people only seeing the stuff they should be looking at. Once again, we go back to the triangle idea of help desk management.
The last thing I want you to remember is that you should always have the right balance of people both above and bellow – because without that, your proverbial pyramid is going to fall.
Jul 14
Why are quick replies important to a help desk service? Hey Jack, that is an easy one to wrap your mind around. A lot of people out there ask the same questions over and over again. Would it not be nice to have them answered in one single location, every time. With a quick reply in hand, you can cut minutes off your response times, every time.
Take the hosted help desk application TremenDesk for example. This online application makes it easy to send quick response to answer any complaint, question or suggestion you might get sent your way. You can easily login to your administrator settings, pick the category you wish to add the quick reply to – and write it up.
Give it a title, give it some content and save it for later. DONE!
Quick reply creation could not get any easier. So give your own support crew a break and check out this five star help desk named TremenDesk. It is by far the best host help desk out there right now – and this only one more reason for it.
Jul 08
TremenDesk has totally re-worked the way they setup their 30 day trial. Now we already know you needed to give no payment information up-front. However, now they have shortened the sign up form. All you give is your name, address, choose a domain and your done. The account is now yours to try before you buy.
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