Teams | Collaboration | Customer Service | Project Management

InvGate

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Building a Help Desk From Scratch: Everything you Need to Take Into Account Before Starting

Support teams are used to receive requests of all kinds. When building a help desk from scratch, organizations use the 5-level structure to assign tickets according to the agents’ knowledge and expertise. This is a key step in order to properly solve problems as quickly as possible, and comply with SLAs. In , you can set up your structure to manage your agents’ labor by using help desks. You can organize them by labels and sub-labels, making it easy to scale tickets, if necessary.

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Should I Outsource my IT? Pros, Cons, and Things to Consider

We are approaching the end of Q4 and it is time to defend the IT budget for next year. It is then that, as IT managers, we ask ourselves: wouldn't it be convenient to outsource IT? Of course, this is not a simple question to answer, mainly because we need to analyze multiple factors in order to find an answer that fits each organization. So, if you're looking for a yes or no answer, we're sorry to disappoint you.

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Integrating Microsoft Teams with your Help Desk: How to Do It, and Why It's a Good Idea

Same as with an email ticketing system, integrating Microsoft Teams with your help desk is a way to use an established communication channel in your organization to your advantage. If your company has this software as part of its tech stack, your Support Team must be already receiving requests and issues through there. The thing is that, if left unattended, it becomes an informal communication channel.

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HR Automation: Benefits, Challenges, and Examples

Human Resources is responsible for a variety of functions within an organization, from hiring and onboarding to benefits and payroll. And, as also happens with IT, there are several repetitive tasks within those responsibilities. That's why companies are leaning more and more into HR automation to put their teams' time to better use. This is nothing more than to use technology to streamline HR processes and improve efficiency. To do so, there is multiple HR automation software out there.

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The World Cup in the home office era: how will it impact productivity?

Every 4 years, the World Cup poses the same challenge to companies and organizations: how to balance the interest in the most important event of the year with the needs of work itself? During Russia 2018, the World Cup entered the offices with the proliferation of streaming services, allowing everyone to access the matches anywhere, either from their mobile devices or work computers.

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What Does 2023 Look Like for InvGate Service Desk and Insight?

2022 was a great year for InvGate, both from a business and product perspective. And regarding the latter – which is the one that concerns me – we expanded our teams, enhanced the capabilities of and , and laid the groundwork for an even more promising 2023. All without losing sight of the company’s core values.

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How to Improve your Agents' Performance with an Internal Knowledge Base

It’s common for IT support teams to have one subject matter expert, that one agent that can solve any problem without help or setback. But no matter how tempting it might be to solely trust in their expertise, the “knowledge hero” is not the smartest strategy for your team, and you can offset it quite easily by having an internal knowledge base. The tricky part of relying on subject matter experts is that you don’t have a plan B for when they’re unavailable.

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5 Ways to Do Ticket Escalation and Improve your Help Desk Efficiency

Ticket escalation is essential to ticket management and the ticket process flow. In a nutshell, it's a way to provide quick responses to tickets and keep up with your SLAs – which is crucial if we consider that speed is the number one factor that impacts end-user happiness with IT incident resolutions. Therefore, escalation is a way to provide the best possible service for users and customers when requests are reassigned to specialized help desk agents.

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Automated Employee Onboarding: What, Why, and How

Human Resources automation takes various forms, and one of them is automated employee onboarding. It makes sense: the onboarding process is a key element in the lifecycle of any employee, and in fact, 93% of new hires assure that their onboarding process would determine whether they would stay at the company. The onboarding process is the first time a new employee gets a feel for your organization, brand, and work culture. So, it's something that companies should not take lightly.

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Minimizing Agent Churn Rates with InvGate Service Desk

Employees leaving their jobs is a common problem across industries, but it’s a major one in IT. However, there’s hope – at least for agent churn rates. A Skillsoft survey raised concern: 53% of IT professionals are considering leaving their current employers due to a decline in job satisfaction rates from 2021 to 2022. To face this situation, managers and C-levels all over the world are starting to look at employee experience with so much more detail than in previous years.