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.

 

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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

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

Gulbenkian Foundation case study

The COVID-19 outbreak has amounted huge pressures on many organisations.

Gulbenkian Foundation deploys a rapid response system to tackle mass ticket returns with Kianda.

Thousands of tickets to be refunded using Kianda Platform to streamline returns process.

How quickly things change

Currently, we are going through a pandemic that has changed our daily lives like no other event before.

COVID-19 has completely disrupted many aspects of both, our personal and professional lives. Subsequently, many businesses are struggling with operational activities, as this was needless to say, unexpected.

As the disease continues to spread, live event organisers have been cancelling or postponing large gatherings. That is, in order to contain the virus.

Technology conferences to major concerts have all been put on hold until further notice.

Moreover, the list of events that have been cancelled due to the outbreak is growing every day.

Like many other businesses, Calouste Gulbenkian Foundation has faced similar issues. Due to the COVID-19 outbreak, they recently had to cancel many of their concerts and events.

As a result, The Foundation is required to return thousands of tickets to their clients.

Manually managing these returns processes would take weeks or months, causing major customer dissatisfaction. And so, the organisation realised a manual solution would not be feasible.

Within 24 hours a digital solution was created using the Kianda app

Productivity conceptTo act quickly, Gulbenkian Team developed a rapid Kianda returns process.

They customised the process to their organisations unique needs. Most noteworthy, they designed the entire process in just under 24 hours.

Fast action was needed to tackle the disruption from COVID-19.

And it was delivered swiftly, by the Gulbenkian Team. 

Read full case study here


Despite the disruption COVID-19 has caused on multiple business operations, Gulbenkian took considerable action

Digitalising their ticket returns process has essentially enabled the Foundation to regain control.

But, in a superior way.

By doing so, the organisation has minimised their clients discontent regarding unforeseen cancellations. In addition, they have eased customers by preventing delays in ticket returns.

For the reason that this process was automated, the Foundation could certainly move fast. As a result, they could reduce the impact to their business in this time of hardship.

In the midst of a world-wide catastrophe, we are happy and proud to help our customers overcome such challenges.

To combat business challenges during these turbulent times, business continuity planning is vital.

Including efficient digitalisation strategy in your continuity plan is also equally vital.

Even though the COVID-19 outbreak was unaniticipated, it is imperative to now, act fast. 


Businesses have implemented remote working in their contingency plan across the globe
Stop coronavirus

In order to bring the COVID-19 epidemic under control, many office doors have been forced shut. 

Government leaders from countries around the world have strongly advised people to work from home. 

Following governmental obligations, businesses have implemented remote working in their contingency plan.

However due to the rapid spread of the deadly virus, many organisations have not been prepared. And consequently, many employees are still having to go to work.

Hence why, implementing a remote working strategy, where possible, is important now more than ever. 

But, what is hindering companies to work remotely?

Countless employees have been unable to work from home or had to limit their tasks. Simply due to how the operations and business processes are carried out within their organisation.

Using paper-based documents, emails and spreadsheets is not sufficient at a time like this.

Paper processes are generally stored in filing cabinets and folders in many areas. As well, excel sheets are stored in multiple locations. It’s a long process when all three methods need to be involved.

Carrying out business processes using these methods makes remote working difficult to implement. Or worse, impossible to enable. 

Communicating and collaborating with different departments can be made very difficult.

For instance, it becomes a hassle when a particular process is taking place in numerous locations with tangible documents. 

Therefore, cooperation is ineffective and inefficient.

On the other hand, business process automation has enabled remote working for many. And processes can be completed in a single place, while collaborating.


There is no better time than now to implement business process automation

More and more organisations are adopting digital solutions.

A business continuity plan enables organisations to prepare for potential threats. As a result, they can assemble solutions that will allow them to recover successfully. While also, avoiding repercussions.remote working

Business process automation allows employees to abandon the time-consuming method of using paper-based documents and others. By doing so, employees can essentially work from home as advised.

Allow your business to recover from COVID-19 with agility

Commence your business continuity plan by automating your business processes.

There is no better time than now.


Start your digital transformation journey today

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

With workflow software, organisations can implement sustainable initiatives with paperless, digital solutions. Bring agility to your organisation by starting your digital transformation journey today. 

Eliminate paper. Reduce costs. Increase Efficiency.

For more info, visit Kianda.com and sign up to our newsletter!


Derya SousaAuthor: Derya Sousa COO of Kianda Technologies 
Helping companies to operate paperless, delivering custom business applications rapidly with no-code digital process automation platform Kianda.

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

Request a demo today!

 

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Remote working: Why digital business process is the key enabler for working from home

5 Core Business Processes You Should Automate to Increase Agility

Remote working: Why digital process automation is the key enabler for working from home

Remote working

Have you implemented ‘remote working’ as an option for employees yet?

Across the globe, more and more people and companies are taking an interest in digital process automation to accelerate remote working strategies. This comes about for many reasons, one being the benefits of the digital workplace. Secondly, the global development and transmission of Covid-19 has forced employees to work remotely.

Moreover, working from home is increasingly becoming the new normal for many. As it stands, we will see and continue to implement remote working until 2021.

The transition into a digital workplace focuses on using digital methods to carry out business processes. Digital tools such as workflow software are being widely used to optimise business processes.

These processes can be as simple as an approval workflow or as complex as a procurement process.

In a traditional workplace an approval process requires printing, signing and carrying papers from one desk to another.

On the other hand, with a workflow software this process can easily be turned into a digital one.  This makes the process accessible to anyone involved from wherever they are to progress its flow.

Transitioning into a digital workplace will help you eliminate paper, reduce costs and increase efficiency. Above all, it will help you to easily implement how to successfully work remotely.

Cloud-based platforms and digital process automation have created more room for more remote workers. In other words, digitalisation has enabled more tasks to be performed without barriers such as communication.

On another note, having an option in place to work remotely  during Covid-19 or not, can be beneficial for operations, if necessary.

Why is ‘working from home’ so popular?

Remote male workerThe rising emphasis in remote working comes about from both, internal and external factors. For instance, internally, people are aiming to achieve a better balance between work and personal life. On the other hand, external factors like the global spread of Covid-19 (Coronavirus) has forced people to work at home.

Certainly, it is important to have the option for remote working if in desperate need. Even if a company does not incorporate it permanently.

Most noteworthy, companies are viewing it as a crucial factor for their business continuity plan.

As the digital process automation industry continues to grow, making digital business possible, so does ‘smart working’.

Have you included digital process automation in your business continuity plan?

Let’s look at why remote working and digital process automation are beneficial for business.


Remote working in the event of a crisis

External factors are the ones that sometimes we cannot see coming, but we should expect the unknown anyway. In other words, we should plan for a potential disruption.

By preparing a back-up plan, companies can then reduce the level of disturbance from said external factor(s). For example, arranging options for employees to access company systems remotely should be included in their plans.

CoronavirusPrepare for the worst, but hope for the best!

The spread of killer virus Covid-19 has seen pandemonium across the entire globe. It is creating a lot of anxiety for people worldwide.

Businesses are curious about how operations will be affected. More importantly, people are wondering how lives will be affected.

Due to rise in the coronavirus, companies are involving remote working in their contingency plans. 

Not to mention, many job openings throughout the pandemic are temporarily working from home vacancies.

Remote working for better quality of life

remote-workers

According to a recent article by Ireland’s National Public Service Broadcaster RTE , flexible work searches on jobs websites have risen by 196% in the last two years.

In addition, a lot of people feel that they are more productive working from home. That is to say, the positive impact remote working has on personal life can effectively influence output of the remote employee.


Digital business process is the key for an effective ‘remote working’ strategy

First of all, tasks must be carried out digitally to utilize and implement remote working solutions.

Secondly, an employee must have all of the necessary digital and non-digital tools at home. That is, to be considered suitable for remote working.

There are numerous manual processes that businesses have automated. As it turns out, technological advancements have made it possible for remote working.

Human resource management involves quite a few lengthy processes. Similarly, financial teams also carry out time-consuming and repetitive tasks. Different departments must communicate and play their own role to complete the overall process.

Digital process automation continues to optimise these type of dreadful but necessary tasks. Ultimately, making your life easier at work. In addition, automating tasks can completely eliminate the use for paper.

Don’t need paper for remote working!

Busy office with paperSustainability comes in many forms.

Automation of business processes eliminates the need for paper documents. This derives huge advantages for a company that carries out a lot of processes using paper.

Let’s look at what a paperless office can do for you

    1. More organisation – information stored digitally in single place
    2. Better communication between departments
    3. Improved collaboration from higher visibility and transparency 
    4. Costs reduce as buying and disposing of paper is no longer required
    5. Less consumption contributes to a sustainable environment 

As an example, a simple ticketing system can coordinate and scale up operations of remote teams. Remote working HR Team will have many tasks over the course of the day. Including replying to employee queries among other day-to-day activities.

With a ticketing system in place their work can be organised around tickets. Giving a better visibility of team performance and improvements that may be needed.

Other examples of core business processes to automate not only for remote working but also for increasing efficiency

Human resource management automation

1. Employee Onboarding

Paper, Excel sheets and emails automatically slow down the onboarding process.

Managing induction tasks and training of new hires digitally becomes more crucial, when staff are mostly remote working.

Digital onboarding process is less time-consuming and more efficient.

2. Leave Request Form

A digital leave request form allows better tracking and management of employee absences. Because of this, managers can prepare by taking actions so that absences don’t affect operations.

For instance, hiring temporary staff becomes easier to manage when needed e.g. sick leave, maternity leave, holiday season.

In short, employees simply provide the details of their request and submit it. After that, managers are notified to review and approve/reject the request. And finally, it is recorded in a system where employees can view the balance of remaining annual leave.

3. Employee Appraisal

For the reason that a performance appraisal requires huge effort and time, they get put on the long finger.

Employee performance appraisal software allows collaboration between relevant departments to review employees performance. This enables better visibility and tracking becomes easier.

Digital finance processes to simplify ‘working from home’

1. Purchase Order Approvals

Digital PO approval process will help to enforce better structure on the purchasing process. As a result, managers will gain more control of purchasing products and services from requesting a PO to supplier payment.

By automating purchase order process, finances are managed more efficient. For instance, a structure will help avoid unexpected expenditure in accordance with its disappointing results.

2. Invoicing and Accounts Receivable

Issuing and tracking invoices soak up a lot of employee’s time and it is very easy to make mistakes. With that being said, mistakes are not acceptable as receivables are what keeps a business afloat!

Streamlining this process with a workflow software will automatically reduce mistakes and will speed up the process. In addition, it can be easily completed in a remote working setting.

3. Procurement Process

Using a digital procurement system contributes to your paperless office. Keeps your documents in one place.

Procurement documents define contractual relationships, and automation helps to prevent important losses. Keeping all your contracts in the digital sphere.

Eliminate the errors and increase the efficiency of procurement process by building a digital process.


And remember, the more time it takes to complete these processes, the more they will cost. Likewise, the less time it takes to carry out such procedures, the less it will cost.

So, eliminate paper and save time and money by automating business processes. Overall, business operations will be more efficient and your work from home strategy will be simplified and made possible from anywhere!


Considering remote working as an option?

Start your digital business journey by automating business processes. Visit kianda.com for more info.


Derya SousaAuthor: Derya Sousa COO of Kianda Technologies 
Helping companies to operate paperless, delivering custom business applications rapidly with no-code digital process automation platform Kianda.

Kianda is a business process automation platform that allows companies to digitalise and streamline their processes with easily built online forms and workflows.

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

Request a live demo


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https://www.kianda.com/blog/no-code-development-platforms/

How to manage your Procurement Process efficiently to reduce costs and risks