Why you need to have a Ticketing Helpdesk for Remote Working Teams

enhancing remote working teams with ticketing helpdesk

Ticketing helpdesk is not only useful for customer support. But, also for improving employee collaboration for better business outcomes and faster resolution. To successfully conduct cross-functional business processes, co-working is fundamental.

On that note, effective communication between departments is more crucial now, than ever before. 

The rapid spread of COVID-19 has forced remote working strategies in place, ready or not.

As a result, many organisations are on the look-out for ways to improve internal communications. More importantly, to boost employee performance. That is, for teams to efficiently work from home.

A helpdesk ticketing system is put into effect in order to enhance employee collaboration. 

What is a ticketing helpdesk?

Collaboration across different functions of a business requires useful methods of communication. Without the appropriate level of co-working, productivity will ultimately be affected. Hence, work standards can and should be maintained when employees are remote working.

ticketing helpdesk supportA ticketing helpdesk system is used to aid support and provide information between relevant users. As well as that, to ultimately implement resolutions. For instance, employees requiring information from HR departments or IT teams look for quick responses to their needs.

Ticketing helpdesk is used to manage, track and prioritize internal inquiries between employees. With a helpdesk support system, employees can receive, process and respond to each other.

When employees are working together on a particular project or process, individual inputs are required. Many business processes involve workers from cross departments. For example, Finance Teams working with HR to determine the budget for hiring new employees. Or, Sales teams collaborating with Marketing Teams.  

When issues arise throughout these processes, support is needed. An internal ticketing helpdesk system easily provides a platform to manage these issues and their resolutions. 


COVID-19 has increased the need to efficiently manage collaboration for remote teams

man working from homeThe COVID-19 Pandemic has been the forceful driver of newly remote working teams. Because of this, many organisations have involuntarily executed remote working.

Interacting across messaging platforms, emails and online meetings have become significant for remote working teams. However, they are not sufficient and can be time consuming. For instance, information can get lost between message conversations. So, if you need to search for it and, or you need to take extra notes, your options are limited.

Implementing potent methods of communication is essential to a functioning remote working strategy.

Many organisations are directing towards a digital solution such as a ticketing helpdesk. That is, to better manage their remote working teams. As well, to gain full visibility over their operations.

Today, digitalisation is long-standing.

Companies have already undergone or are currently enduring digital transformations. To clarify, the change to a digital workplace amounts huge benefits to businesses.

With that being said, COVID-19 is accelerating the move to all things digital. Simply, remote working is easy to achieve when you take advantage of provided digital solutions.

From HR and Finance, to Marketing and Sales, process automation scales up productivity. Digital transformation can help your team to successfully work from home.

Digital process automation can transform a ticketing helpdesk into an easy-to-use digital app

It is usually assumed that a ticketing system is only applicable for IT or customer support. However, most people are now working remotely. Hence, internal support is essential to carry out business processes. 

Organisations are increasingly moving beyond messaging apps to more sufficient apps such as a support ticket system.

With the power of automation, you won’t have to worry about missing tasks or issues caused by using messaging apps.

Providing a ticketing helpdesk for support for cross-department interactions is essential to increase productivity and efficiency within an organisation. And with a support helpdesk, your teams can collaborate efficiently. 

Use Kianda ticketing helpdesk for faster resolutions and better collaboration. 


Benefits of using a Ticketing Helpdesk App 

1. Better communication

ticketing helpdesk improves collaborationInformation can easily get lost or convoluted when located in email threads or messaging apps. Consequently, the initial conversation becomes pointless and a waste of time. As well as that, same issues could be raised numerous times. Two employees working independently could be responding to the exact same question. And this, automatically wastes time. With a ticketing helpdesk system, the information can be easily recorded. As well, communication can occur all in a single platform. This reduces duplication of requested support and improves collaboration. In turn, productivity increases.

2. Improved organisation and structure

ticketing helpdesk helps prioritizeSimilarly, hidden material in conversations can be difficult to find. This makes it impossible to prioritize queries. By missing important queries, major issues can easily arise. On the other hand, a ticketing helpdesk compiles tickets based on levels of urgency. That way, you can monitor the status of an issue and prioritize requests. As a result, resolution times are faster and issues don’t slip through the cracks.  

3. Solves problems

solving problemsWithout a competent system in structure, problems can increasingly go unsolved. From this, major bottlenecks in business processes can occur. This is simply due to one problem getting absorbed into a pile of many. A ticketing helpdesk solves problems in accordance with their importance. In other words, issues that need to be solved by tomorrow are ironed out today. 

4. Time and cost savings

saving time is saving moneyUsing messaging apps and email threads to collaborate is time consuming. And time is money. As a consequence, it becomes more expensive to carry out particular processes. Examples of this are, extra costs dedicated for the length of time a process takes. Also, more required costs for additional workers to conduct operations.  A ticketing support system can significantly reduce costs. By reducing the amount of time or number of people to carry out business processes, expenses will naturally decrease.

A digital ticketing software that is user-friendly allows you to track, manage and prioritize tickets. All the while making sure users don’t turn to messaging apps and cause important issues slip away. As a result, collaboration becomes more focused, organised, effective and efficient. 


Start using Kianda Digital Ticketing System for faster resolution times and easier collaboration

Enable efficient collaboration between your remote teams with process automation. A ticketing helpdesk can scale productivity for your team. And can do so, while working from home.

Kianda is a true NO-CODE platform. We empower business users to transform how they carry out business processes on a daily basis. 

Want to see what Kianda can do for you?

Request your live demo today!


Osvaldo SousaAbout Author:
Osvaldo Sousa – Enterprise collaboration and Digital process automation expert with almost two decades of experience in information technologies. He is the CEO/Co-founder of Kianda Technologies.

 

Related articles:

https://www.kianda.com/blog/remote-working-digital-business-process-is-the-key-enabler-for-working-from-home/

COVID-19 challenges and how Gulbenkian reduced the impact with digitalisation

Change Request Process

Change request form template

Is your organisation managing change request forms with emails, sheets and paper?

Does it cause difficulties when tracking change requests, approvals, the status and storing this information online?

Transforming your change request form into a digital process with workflow software will not only will save you time and paper. But also, you will have full visibility of the process. As a result, your team can collaborate in a more efficient way.

A change request is a documented proposal for an alteration to any configuration item, product or a complete system. In project management, a change request regularly emerges. That is, when the customer has specific needs. For instance, an expansion or modification to the agreed-upon deliverables for a project.

In this template we gathered business rules, steps and fields. They are commonly used in organisations when managing a change request workflow.

Someone who is documenting or reporting the procedure starts the request. A user or a group who is responsible for the approval of change request gets notified. They then decide whether Change Approval Board (CAB) meeting should be scheduled. In the same workflow, schedule, review and implementation are all managed step by step. Business rules and actions allow you to have a clear definition of your change strategy and risk assessment.

IT Helpdesk collaboration

In addition, this change request template can be used together with IT Support Helpdesk. For example, a ticket raised by an end user via IT Helpdesk workflow, may require a change in a project or a system. In this case, to facilitate the flow, two processes can be connected together. Depending on the outcome of the first process, it can let one process start after another. Also, you can carry the information between processes.

Many benefits of automating change request processes:

    1. Achieve faster deployment times and lower the risks associated with the changes.
    2. Have a standard way of handling and storing the information related to the process.
    3. Avoid unnecessary email communications and paper work.
    4. As a result, digital processes will bring productivity with faster resolution times. Also, efficiency for auditing and reporting purposes.

Start your digital transformation today!

Reduce time and increase productivity with workflow software. Automate your change request management process with Kianda workflow software.

Kianda is a NO-CODE workflow software that empowers business users to accelerate digital innovation. For more info, visit Kianda.com or our blog for the latest news and articles.


Let us show you with a free customised demo what Kianda can do for you.

Request a live demo today!

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