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Finding innovative and more efficient ways to do business is a priority for just about every team in every company. For the help desk, this can involve reducing redundant work practices so that the team can get on with the job of helping internal clients. Using templates for common issues is a great way to achieve this.
Help desk templates are predefined messages that can be sent via email or other communication channels to make announcements, provide updates or respond to common issues or queries that the help desk deals with. They assist the help desk staff to save time so that they can spend more time on urgent issues. Service desk communication templates generally contain predefined text with space to add relevant details about the current issue.
The benefits of using help desk templates include:
When help desk staff use templates they spend less time typing the same information over and over again. There’s no need to reinvent the wheel! This frees them up to do other things, including solving complex problems. It also shows your staff that you value their time.
Your help desk clients expect that they will have their requests actioned quickly. Using help desk templates can reduce the time it takes to respond to issues or other queries.
When different help desk operators type information to clients on the same topic, they may have a different interpretation of an issue which can lead to inconsistent or incorrect advice being provided to end users. By using templates you can eliminate the likelihood of basic errors being sent to internal clients, and be reassured that the messages will be consistent no matter who sends them or who they are sent to.
To get you started with overhauling your helpdesk communication skills, we’ve produced 6 IT helpdesk ticket templates you can borrow to use in your communications with your customers:
Our website [domain address] will be undergoing scheduled maintenance from [time/date] to [time/date]. Please plan any work around this accordingly. If you have any questions, please contact [name/email]
[Software/system] will be unavailable from [time/date] to [time/date] while the IT team carries out critical [upgrades/maintenance]. We apologize for any inconvenience. Affected staff are advised to plan their workflows accordingly and log out of [system name] by [time] and save any work.
From [date] you will be able to access [system/service] by [insert details of how to access the system]. We have introduced this new resource to [describe the purpose here]. Features of the system include [insert key features here]. If you need any more information, please call [name/contact number]
The help desk is aware that users of [system name] are currently experiencing difficulty accessing it. We are investigating this outage and looking to have a resolution for affected users as soon as possible. We will update later with more information, including an estimated time of system restoration. Thank you for your patience.
We are still experiencing an outage to [system name] across the organization. The reason for the outage is [describe cause]. We’re working hard to fix the issue as soon as possible. We expect that users will be able to access it again no later than [time/date]. Thank you for your continued patience.
Access to [system name] has now been restored. You should now be able to use all functions and features. If you are experiencing any difficulties, please contact the help desk at [contact details]. We thank you for your patience in this matter.
There are different ways for the help desk to communicate with customers. The most common methods are:
If you feel as though your help desk communications aren’t being read by the right people at the right time, consider taking these steps for improving help desk communication:
Most of your end users are not information technology experts and will not understand a lot of IT jargon. Use plain language that clearly explains the situation. Avoid sending overly lengthy information – people will not pay attention to large slabs of text.
When you know there’s an issue, tell people as soon as possible. This stops your help desk from being tied up with calls from lots of people reporting the same thing. People also want to be reassured that you know there’s an issue – even if you don’t have the answer – and will trust that you’re working on it. Silence from the help desk can make people feel that you don’t know or don’t care about the issue.
Taking a multi-channel approach as part of your service desk communication plan where you send information via a variety of channels will help to ensure that your messages reach the most amount of people.
It’s also no longer best practice to solely rely on email to get information to people. Email overload means that a lot of important information can be missed in peoples’ crowded inboxes. Instead, look for more innovative ways to reach people quickly and in a noticeable way. For example you can send pop-up notifications to desktops via DeskAlerts, or use the DeskAlerts system to send news tickers, corporate screensavers or digital signage.
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Help desks have an important role to play in keeping organizations connected and running smoothly. Using innovative communication solutions will help your help desk to run more efficiently and keep your customers happy.
To build a help desk you need to establish:
A help desk ticket should include as much relevant information as possible, including the following:
Help desk support staff provide the following services:
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