In today’s fast-paced business environment, effective and efficient service desk operations are crucial for ensuring seamless employee experiences. Service desk agents play a pivotal role in resolving a wide range of IT-related issues faced by employees, from minor inconveniences to critical system disruptions. The ability to efficiently resolve these issues not only ensures employee satisfaction but also directly impacts the overall productivity of your organization and your Moveworks products.
In this best practices guide, we will explore key strategies and techniques that service desk agents can implement to optimize ticket resolution. By following these guidelines, agents can enhance their problem-solving skills, provide more efficient support, and contribute to the organization’s overall success. Let’s dive into the best practices that will help your service desk team excel in their roles and deliver exceptional support.
Efficiently resolving tickets is not just about closing them; it’s about leaving behind a clear trail of actions taken and solutions provided. Here’s why following best practices when writing closure notes is crucial:
✅ A good work note provides actions that an agent took to solve the user’s issue.
✅ The agent should mention the exact series of steps used for troubleshooting.
✅ There are no specific formatting guidelines for writing notes. It can be bulleted steps/paragraphs/multiline steps.
By adhering to these best practices, you not only close tickets but also contribute to a well-documented and efficient support system, benefiting both your team and the users you assist.
While striving for effective ticket closure, it’s equally important to steer clear of common pitfalls that can hinder the quality and usefulness of your closure notes. Here’s what to avoid:
⛔ Merely mentioning that the ticket was resolved/closed is not enough.
⛔ Avoid mentioning the user’s name in the close notes. Refer to the ticket creator as user/agent.
By steering clear of these common pitfalls, you ensure that your closure notes remain informative, respectful, and aligned with best practices, contributing to the overall efficiency and professionalism of your support operations.
Ticket: User reports email not syncing on mobile device.
Ticket Notes:
Why it’s Good:
This work note provides a clear account of the steps taken to troubleshoot the issue, including the problem identification and resolution. It helps future support agents understand the process and facilitates efficient issue resolution.
Ticket: User’s printer not working.
Good Ticket Note:
Why it’s Good:
The closed note offers a comprehensive account of the problem investigation and resolution, including the specific steps taken. It informs the user of the resolution and provides a clear record for future reference.
Ticket: User reports Work or school account problem affecting Office 365 applications (Outlook, Teams, OneDrive).
Good Ticket Note:
Why it’s Good:
This work note provides a detailed account of the issue, including the specific applications affected and the steps taken to resolve it. It offers clarity on the troubleshooting process and documents the successful resolution for future reference.
Ticket: User reports email issue.
Bad Ticket Note:
Why it’s Bad:
This work note lacks essential details, such as the nature of the issue and the actions taken to resolve it. It provides insufficient information for others to understand and replicate the resolution process.
Ticket: User reported printer problem.
Bad Ticket Note:
Why it’s Bad:
This closed note lacks detail and specificity, making it unclear what the issue was and how it was resolved. It provides minimal information for documentation and future reference.
Ticket: Unable to open Outlook on Mac.
Bad Ticket Note:
Why it’s Bad:
This work note lacks essential details about the nature of the collaboration issue, the actions taken to address it, and the final resolution status. It provides minimal information for documentation and future reference.