Helpdesk response format/ template

[IT_Ninja]

Hey all,

 

So I was just wondering what those who have a helpdesk solution implemented have as their template for a response or resolution.

- Mainly focused around messages received by the requester from the helpdesk.

 

I think ours could do with some tweaking so wanted a few ideas, any suggestions or responses are greatly anticipated...

[CyberDrac]

Mostly I would concentrate on managing expectations. Make sure that the correspondence accurately reflects the circumstances, such as "you request has been received into the queue and will be processed once a live human being has seen it and had a chance to digest the information it holds" rather than leaving with the false hope that the sending of the request will have immediately triggered a 999 style response with ninja technicians swing down on ropes from the ceilings