Name one person you know who has never contacted a company's support. There probably isn't one, is there? What about someone who was dissatisfied when they solved their issue on the first contact? Nobody. First Contact Resolution (FCR) is a rewarding experience for every customer. It's likely you've been there. You want to contact support and get your problem solved the first time round. And when it happens, you feel relieved, and your satisfaction with the company grows. Now take the company's side.

You only get one chance at a first impression. And in customer service, that first impression is determined by your First Response Time (FRT). A fast and efficient FRT can make customers feel valued, respected, and taken care of. On the other hand, a slow response time can leave users feeling frustrated, ignored, and even outraged. With so much riding on the FRT, optimizing this help desk metric is crucial to keep your users happy and your business thriving.

The Cost per Ticket metric (CPT) is the key to unlocking service desk efficiency. Reducing costs and increasing productivity are critical for any help desk that wants to provide excellent customer service. To achieve these goals, they must rely on accurate and meaningful metrics. By measuring the cost of handling a single ticket, service desk managers can identify inefficiencies in their processes and work to improve them.

When it comes to Service Management, ticket routing is a key step to ensure the request falls into the hands of the appropriate team to assess, prioritize, and solve it efficiently. It is common to have difficulties to quickly and correctly route tickets, especially when you have to do it manually. But, as with many ITSM processes, the right software and automation are your best allies to avoid bottlenecks and get the process running smoothly.

We are continually working on our products to improve our customer’s experience. May is starting with some new exciting features both on InvGate Service Desk and InvGate Insight. Among this month’s news, you can find: Keep reading to find out what it's is all about!

A ticket has its own lifecycle, and understanding each stage is crucial to providing top-notch customer support. One of the most critical help desk metrics is the Escalation Rate. This Key Performance Indicator (KPI) reflects the percentage of tickets that require the intervention of a higher-level support team. Understanding how this KPI works can help identify gaps in the support process, improve team efficiency, and increase customer satisfaction.

IT Asset Management (ITAM) software is one of the most significant investments you'll make to manage, control, and protect your IT estate. But to do it effectively, you need a tool instead of relying on spreadsheets. A good ITAM solution can help you reconcile licenses against services, secure your end-user environment, and reduce costs. In this guide, you'll find: So make sure to read it through before you start seeking your ideal platform!

Help desk leadership is always an ongoing topic. People can’t seem to feel they know enough about it, so they keep digging, looking for new ideas, perspectives, methods, or whatever can make them even better at their jobs. And don’t get us wrong; that’s exactly what you should be doing! And to help you with that, we discussed “Service and Leadership in 2023” in April’s Ticket Volume podcast live recording.

Suddenly you have a spike in Ticket Volume, but you didn’t see it coming? Don't panic! The first step to effectively manage any help desk is to measure this service desk metric. Organizations want to provide the best possible support to their customers. Several metrics can help them analyze trends, forecast future demand, and optimize support team resources to provide better service. Understanding metrics leads to data-driven decisions.

Ticket triage is a central process of all service desks: when something goes wrong, it must be solved. It is at the heart of every support team's work and is related to what ITIL describes as Incident Management. Well implemented, triage can save time and help deliver consistent IT services, which is a main goal of all high-performing organizations. Complete service desk solutions include different features, such as automation, to triage support tickets simply and quickly.