Helpdesk Updates Can Go Wrong
For companies utilizing complex helpdesk systems, any helpdesk updates can be a source of dread. Disruptions to workflow, user confusion, and a general feeling of “here we go again” can plague the process. While intended to improve efficiency, new digital forms and workflows can easily become tangled messes without proper planning.
Common Update Pitfalls to Avoid
- Tunnel Vision: Focusing solely on the technical aspects of the helpdesk update can overlook its impact on user experience and existing workflows.
- The Knowledge Silo: Neglecting to capture and share knowledge about the new process leaves everyone scrambling to understand it, leading to errors and wasted time.
- Communication Charade: Failing to keep both the requesting team and end-users informed about the update’s progress and purpose breeds confusion and resistance to change.
But what if helpdesk updates could be smooth, efficient, and even contribute to a more user-friendly system? Here at Katico, we specialize in helpdesk implementation, and we’ve developed a best-practice process to streamline these updates.
Katico’s Streamlined Helpdesk Update Process
- Collaborative Analysis:
The foundation of a successful update lies in understanding its purpose. Our team works closely with the client requesting the update to analyze the desired outcome and its impact on existing workflows. This initial collaboration ensures all stakeholders are aligned from the start. - Workflow Design and Automation:
Once the goals are clear, we craft an efficient workflow for the new digital form. This includes identifying opportunities for automation, eliminating unnecessary steps, and pre-populating forms with existing user data to minimize user input. Additionally, automated approval assignments and context-specific messages based on form submissions further streamline the process. - Knowledge Base Documentation:
Understanding the new workflow is crucial for both the requesting team and end-users. We create comprehensive knowledge base materials, including clear instructions and screen recordings where applicable. These materials serve as a valuable reference point, ensuring everyone involved can navigate the new process with confidence. - Transparent Communication:
Clear and timely communication is essential for a successful update. We maintain open communication channels with both the requesting team and end-users. This includes notifying the requesting team of the update’s progress and informing end-users about the new process and its benefits before its launch. - Measure and Adapt:
We analyze the workflow performance a few weeks after implementation to identify any disruptions, questions, longer wait or resolution times, or changes in interaction numbers. We then use this data to ensure the workflow is efficient and serves to make everyone’s life simpler.
Benefits of a Streamlined Process
By following these steps, helpdesk updates become a catalyst for improvement, not disruption. This approach offers several benefits:
Reduced User Burden: Streamlined workflows and pre-populated forms minimize user effort, improving the overall user experience.
Increased Efficiency: Automation eliminates unnecessary steps and manual tasks, allowing for faster resolution times.
Improved Communication: Clear communication channels and readily available knowledge base materials keep everyone informed and empowered.
Pro-Tip on Building Your Own Streamlined Update Process
Analyze a Recent Update: Don’t overwhelm yourself – pick a recent helpdesk update that caused issues and use it as a case study. Here are some questions to consider:
Is the process well-documented and accessible? You can tell by the number of views on the knowledge base materials as well as the number of questions you got after the update rollout.
Did the new workflow or update break anything else? Were there any unintended consequences or additional support tickets resulting from the change?
Were there delays in response, approval, and resolution after rollout? Did the update affect the speed of getting help requests addressed?
Did you collect feedback from the resolving team and end-users? What were the pain points and areas for improvement identified by the people directly affected by the helpdesk update?
By asking these questions and analyzing your recent updates, you can identify areas where your helpdesk update process might need improvement.
Empowering You on Your Helpdesk Journey
We at Katico believe that well-managed helpdesk systems are essential for a smooth support experience. This guide equips you with a solid foundation for streamlining updates, but remember, there’s always more to learn! If you’re looking for additional helpdesk resources or want to explore advanced optimization strategies, feel free to reach out – we’re here to share our knowledge and help you on your helpdesk journey.