Maintain your K-12 help desk knowledge base by making content evaluation and creation a regular task for your team.
Getting your help desk knowledge base up and running is a great accomplishment – give your team a round of high fives! You’ve created a powerful resource to deliver immediate answers to your students, teachers, and staff through their preferred channel – your web-based help desk user portal. According to Forrester, 72% of customers prefer to find answers via a website rather than phone or email.
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Create a help desk knowledge base to reduce ticket volume and empower customers to resolve issues independently.
If you’re like most K-12 technical support teams, the number of assets you support is ballooning while your budget remains the same (or shrinks!). In any given day, it feels like you receive more tickets than you resolve and you’re always chasing the goal of clearing the queue. In these cases, one of the best investments you can make is the creation of a help desk knowledge base.
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School technology staff should follow these best practices when working in your help desk ticketing system.
By Gena Blankenship
Help desk ticketing systems are a great tool to streamline the daily management of school help desk tickets from teachers, students, and school administrators. They also hold a goldmine of data that you can use to drive decisions to provide the best technology possible for staff and students.
To make use of this data, you need to establish clear, standardized procedures that your technology staff can execute. Creating consistencies in processes and ticket data will allow you to identify SLA compliance, product issues, technician efficiency, and much more. Continue reading “3 Best Practices to Manage School Help Desk Tickets”
By Jessica Zaleski
Welcome to part one of a six part series about inventory system integration trends! There are opportunities to increase the accuracy of inventory information accessible by district- and school-level staff simply by interfacing systems like your purchasing, fixed asset, systems management, help desk, cash management, and network management that may all hold valuable asset data. In this installment, we’ll talk about how your help desk system and inventory management system can be valuable complements to each other and help reduce manual data entry and increase information transparency across your assets. Continue reading “6 Inventory System Integration Trends You Need to Know About – Part One: Help Desk”