Minimize Repeat Help Desk Tickets

The best way to stop unnecessary repeat help desk tickets is to show the client how to fix their own issues.

Repeat problems may occur when clients log into computers that they do not regularly use.

Moreover, issues arise when the clients primary computer gets standard updates which reset the settings or create bugs.

One valid argument against showing a computer user how to fix their own repeat issues is that they will not remember what to do.

Create A Guide In Microsoft Word

Creating detailed guides with screenshots in Microsoft word is one of the best ways to achieve success.

As a result, it allows the support technician to reinforce what he did to solve the issue for the client.

Consequently, this will empower the client to fix similar issues in the future.

And do it without creating additional support tickets for the help desk support team.

Which in turn increases efficiency and saves time for support to complete other problems.

It’s true, there are some issues that the client will not have permission or access to resolve on their own.

Nevertheless, creating a detailed word document guide in anticipation of potential repeat help desk tickets and sharing them with the client is a perfect resourceful strategy.

In turn, the clients can also share the guides amongst their departmental team members.

Also, cutting down the potential for any other similar repeat help desk tickets in that group.

Some clients will resist receiving guides because they will prefer that the support agent continues to apply the repeat fix.

In that case, they should try reaching out to a more tech savvy member of their team and offer them the guide.

Use The Microsoft Snipping Tool

In window 7/8/10 the Microsoft snipping tool is an excellent program for creating screenshots

These screenshots show the client exactly what they need to see for themselves to comprehend.

Considering, It allows support to show detailed information in cases where the user is unable to understand the process needed to fix their repeat help desk tickets.

As an example, let’s say a client works from different computers and needs to map a printer on all of the computers that they use.

By giving away detailed guides in Microsoft word with screenshots the user can continue to apply the instructions on subsequent computers.

Some clients want to achieve this without technical support help.

If time permits or the support technicians want to get fancy, they can open the screenshots in Microsoft paint.

Now they can add colorful arrows, circles, squares and words before pasting the pictures inside Microsoft word.

Another tip is to save the finished word document guide as a PDF using the Microsoft print to PDF feature.

This will make the guide look even more professional and not editable by anyone with the basic PDF reading software.

Store Guides In A Knowledge Base

Finally, store these guides inside a properly labeled and structured folder called a knowledge base.

A knowledge base is essentially a collection of guides and fixes stored in folders or shared drives.

IT technicians create knowledge bases to support the sharing of information.

This technique substantially cuts back repeated research of previously resolved issues and improves efficiency.

When dealing with large amounts of information it’s nice to file guides and fixes away for future reference and use.

Support technicians can conveniently access these guides when needed.

They can also email or share them with whoever may benefit depending on the work department or appropriate situation.