In any organization, employees have questions about certain topics that are not necessarily related to their direct managers, such as questions regarding their pay slips. For very large organizations with multiple employees working the same positions, it may not be clear to the employees or even their managers who the correct person to ask for help is. Here is where our Help Desk feature can change the game.
The Help Desk is an internal ticketing system that ensures seamless daily operations by allowing employees to send queries for different topics to the right personnel, who can quickly give the answers they are looking for.
In this article, we will introduce you to the Help Desk, and get you started on using the feature. Covering topics such as:
Steps For Getting Started with the Help Desk
In this section, we will go over all the steps you need to take and provide you with the correct resources to get your help desk up and running in no time. Let's begin!
Step 1: Activate the Help Desk Feature
You can start by navigating to the left sidebar and clicking on the Help Desk. It should be located under the Communication section.
💡Tip: If you don't see it there, then you may need to add it using the + icon
Benefits of Using the Help Desk
There are various benefits to using the Help Desk or any formal ticketing system. These include:
Simplify Internal Communications - Employees and managers don't need to guess who to go to for assistance, there are clear dedicated representatives.
Get more done, faster - Without needing to guess who to go to for help, whether out in the field or at the office, employees can focus on the task at hand. Reps can also easily manage incoming queries, providing answers quickly and effortlessly. Everyone in the organization can get more done faster with increased efficiency.
Clear Centralized Communication Channels - Keep all your communication in the same app to increase productivity. Use the Chat feature for communication between employees, team chats, or important messages, and use the Help Desk for any employee queries.
Spread the Workload Between Multiple Peps - using an internal help desk helps you keep track of submitted queries and assign them to different employees. Tisi allows companies to share the workload and not rely on it.
Who Should Use the Help Desk
Any organization at Connecteam can utilize the help desk. However, we highly recommend this feature for larger organizations, where an internal ticketing system is critical for managing different queries submitted by employees. Larger organizations with multiple branches and departments, with many employees working the same roles, can benefit from keeping track of employees' requests and assigning specific people within the organization to answer them.
Common Help Desk Use Cases
Now that you have the basic idea, let's take a look at a few use cases where the help desk can make a difference within your organization.
Communicate with Dispatchers in Real Time - if you are a company that dispatches jobs then employees must be able to connect with the dispatcher about their shifts in real time. Using the Help Desk can solve this problem making sure an assigned representative is available to answer any queries immediately.
Live Technical Support for Field Employees - If your employees need technical support while in support then using the help desk can connect them to the relevant representative immediately. It also allows you to keep track of these support queries in an organized way.
Employee Questions about Finance/IT/HR and more - if your employees have questions like issues with equipment, their payslips, or questions about different company policies, you can create individual helped desks for each department connecting employees to the relevant representative.
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