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Forum Discussion

KMonnington's avatar
KMonnington
Active Contributor
2 months ago

Multiple HelpDesk Services

I have created multiple helpdesk services for end users. Is there anyway to assign end users to certain helpdesk services so they dont create tickets in the wrong helpdesk? If there is not, is that s...
Ticketing
KMonnington's avatar
KMonnington
Active Contributor
2 months ago

Thanks. Yeah I have agents added to each service. I was hoping there was a way to do it for end users that dont have a license though. Because now when they go in, they have to pick the correct one to send it to from a dropdown and we have been having issues with that. Can this be recommended to the team to add at some point in the future?

GlennD's avatar
GlennD
GoTo Manager
2 months ago

Understood, thank you. I'll look into this and see if there are any suggestions as well any planned improvements that may help.

  • KMonnington's avatar
    KMonnington
    Active Contributor
    2 months ago

    Perfect. Thanks!

    • GlennD's avatar
      GlennD
      GoTo Manager
      2 months ago

      KMonnington The feedback has been shared with the team, here are some practical steps that can be used to cut down on it happening:

      • Reduce complexity of categories

      • Fewer options: The more granular categories you have, the more likely users will guess wrong. Keep the top-level categories broad and use subcategories (or internal tagging) for triage if needed.
      • Plain language: Avoid IT jargon. Use terms that match how your users naturally describe their issues.

       

      • Add context in the form

      • Examples next to each category: For example:
      Email (e.g. Outlook not loading, cannot send mail)
      Hardware (e.g. laptop won’t turn on, broken keyboard)
      • Tooltips or short descriptions can reduce confusion dramatically.

       

      • Smart defaults and prediction

      • Default to most common category: If 70% of tickets are about “Email,” preselect that. Users can still change it if needed.

      • KMonnington's avatar
        KMonnington
        Active Contributor
        2 months ago

        Thanks for the response. Yeah I havent had any issues yet with any of the categories. Just with the choosing a helpdesk service. Will keep this in mind if we have any issues with the categories though.