Multiple HelpDesk Services

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.

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.

Perfect. Thanks!

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

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?

Hi KMonnington, welcome to the community.

After you create a HelpDesk Service you can add specific users/agents to it:

1. On the Helpdesk services tab, select the service that you have created.
2. Select Add users in the top right to add existing agents to your service. Select Add member when you're done.

Note: You can only add users with a valid LogMeIn Resolve license.