General Chat Thread, Feeding back to staff - suggestions / ideas in General; Hi,
This is very general and apologies quite vague but Im hoping some may know this experience. One 'critique' that ...
29th November 2013, 02:42 PM #1
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Feeding back to staff - suggestions / ideas
This is very general and apologies quite vague but Im hoping some may know this experience. One 'critique' that has been experienced with IT Support is that of feeding back to staff on resolving an issue or ensuring they are happy with the service provided.
We have a helpdesk with a simple feedback column but the onus is that they need to check it. Were increasingly facing staff as our customers.
Does anyone have suggestions of how feedback to busy staff members can be improved for an IT support department? Good ways or working process that staff like?
29th November 2013, 02:50 PM #2
Not sure if you mean a custom helpdesk or premade one, but an easy example would be linking in email replies. Like with ours any time you update the helpdesk/assign job/close it etc, it'll email the users giving them the information etc.
Just helps keep them informed and in knowledge that you're doing something without them keep checking it randomly
29th November 2013, 02:54 PM #3
29th November 2013, 03:01 PM #4
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Email's are the way forward, never an issue when they can see something is being done. It also protects yourselves if ever questioned on issues
29th November 2013, 04:20 PM #5
Yep, make sure your helpdesk emails out changes. They get a notification if you ask for clarification, any info you give or even that the case has been closed.
29th November 2013, 04:30 PM #6
Use facebook as your helpdesk then they can "like" your resolution if it worked for them.
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