Using Help Desk Software Reports to Your Best Advantage

Help desk reports are more than just neat print outs that help you graph your support team’s progress.

They can be turned into vital information that can help you run a better business, make your customers happier, and improve your support team’s responsiveness. As a tool that is part of the average help desk software program you can use it to achieve above average results.

The help desk reports are an analytical overview of the issues that compromise your business in one way or another. There just is no such thing as the perfect business and every management team needs direct feedback to determine exactly where the weaker areas are. By reviewing the reports the management team can step in and help improve areas of weakness with solid, customer based information.

For starters, your management team can review the number of time any given complaint has been ticketed. If your business is to improve upon its products and services you want to see in black and white what your customers feel need to be improved upon before investing in improvements. It’s very similar to focus group research only the focus group is already intimately aware of your existing products and services. That makes their information highly targeted and useable to you.

Help desk reports can just as easily give you vital information about your help desk team. You can review each employee’s time per issue, the number of returned tickets for clarification, and the number of tickets answered in an average day, week, or month. You’ll be able to then log into a weaker employee’s ticket history and pull real examples that are vital to helping that team member reach a better potential. It’s a great way to teach an employee about what it is that you want to see change and how they can use the tools available to them to produce faster and better results.

If your business uses a combination of phone based customer support and computer based trouble ticket support you can get log entries regarding the phone support information as well. You can see how many calls were taken, what topic they were addressing, the length of time it took to resolve the situation on the phone, and other vital information for providing a better service. If you use a night time answering service or voice recorded message you can even see how many calls come in during off times to determine if it’s financially in your best interest to hire third shift phone representatives.

You can add software like asset management or similar programs to help increase the amount of information you can get from your help desk software reports. Software add ons can typically be handled through the software company that you purchased the help desk software from. This helps you receive reliable compatibility and even software programs that were designed around the key features that you use every day. There is nearly no limit to finding and analyzing the information that can help you improve your business month after month. As you do this, you’ll see your financial statement improve as well month after month.