Posts Tagged Reporting

User Management

User Management features automate the entire process of creation, management, and provisioning of user accounts across your help desk, based upon role-based policies. It’s designed to help organizations make the leap to a services oriented environment and enable help desk system that can be accessed by internal and external users worldwide. It extends far beyond […]

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Version 3.0 Released – Not just a Fancy Design

What’s New in the Scopedesk? New features for chart & report creation, enhanced knowledgebase article editing, four different layout design schemes, and much more. On May 01, 2011, Scopedesk introduced Release 3 of its product line. Scopedesk Software Version 3.0 provides important updates for chart and report creation, numerous data mapping enhancements, new features for […]

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Posted in: News

Customer Satisfaction Measurement

The most revealing ways to measure your help desk or service desk performance is to survey your customers. There are several approaches to the surveys, but some are more effective than others. The best approach to measure help desk customer satisfaction is case-by-case surveying. Each time a case is closed, which means the problem has […]

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Using Scopedesk Report Builder

Scopedesk Report Builder is a Web-based ad-hoc reporting, data analysis and dashboard software tool giving users the power to generate their own reports over the support ticket database. The Report Builder displays a predetermined set of ticket columns. The report may be further customized with an initial filter clause, a default sort order, control breaks, […]

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Priority Reports for Helpdesk Teams

One of the biggest frustrations of customers and help desk representatives is when a help desk request must be escalated outside of the help desk. A typical scenario occurs: the customer calls regularly to check on the request status. the help desk contacts support agent assigned to the request. the customer is frustrated because the […]

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Motivating help desk staff performance

Motivation is one of the great challenges of managing helpdesk. Keeping morale among support staff and encourage them to strive for continuous improvement is difficult in a line of work where there are so many requests from customers. Even more, most of them come from frustrated customers who already have everything tried to solve their […]

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Major update introduces Knowledgebase features

Scopedesk software version 1.7 released – 06/24/2010 Scopedesk.com releases a new version of its help desk software as a service with a set of convenient improvements and upgrades. You can find out more about this product here. The main new feature is the ability to create and share the knowledge base. Create and share a […]

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Posted in: News

Benefits of a local help desk in an organization

Computer systems can grow very large from small beginnings. This often appears to happen overnight without being planned and takes users and technicians by surprise. Eventually the management and support of such an environment becomes very expensive, time consuming and frequently an exercise in futility. There is nothing more frustrating than calling for technical support […]

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