Incident tracking should be part of every help desk operation. If you can't track and monitor incidents, you can't resolve problems. Persistent problems or slow resolution times reduce customer satisfaction. Don't be fooled into thinking small companies can get by with a paper tracking system. If work orders get lost or the resolution isn't documented, you're not providing good customer service.
Modern technology makes incident tracking software easy to find and affordable. You can monitor incidents whether they are reported by phone, email or web-based forms. Management can easily track the incident from report, to assignment, to resolution. In addition to improvement in customer satisfaction, an incident tracking system provides the following benefits:
1. Increased help desk productivity.
2. Reduced incident tracking costs.
3. Allows users to bypass the incident tracking system by solving some problems on their own.
Open source means affordable incident tracking solutionsOpen source software is available for all types of computing needs, including incident tracking. In addition, open source means your IT team can participate in the ongoing development and improvement of the software.
Make your email system the first step in incident trackingOne of the quickest incident tracking solutions is to have users send their problems to you via email. Funnel those emails into incident tracking software and follow the resolution process from start to finish.
Install incident management software capable of handling busy help desksComplex help desk operations which field phone calls, emails and web contacts need fully-featured software. You want your customer service techs to spend less time on the phone with each client and more time resolving problems.
- Think about where most of your customer incident reports come from when you're choosing an incident tracking system. You don't want an email-based system if most of your reports are called in.
- Whenever possible, set up a web-based FAQ or knowledge base that empowers customers to resolve the problem on their own.