Understanding Keka's Helpdesk

The Helpdesk, an add-on feature in Keka, serves as a centralized hub for raising and managing tickets. In any organization, issues arise across departments and levels. Some demand immediate attention, like widespread internet problems, while others, such as requesting a new mouse or keyboard, can be resolved over time.

Each issue falls into a specific category, for instance, personal matters like changing salary bank details are handled by HR and should remain confidential between HR and the employee. The Helpdesk streamlines the process, ensuring efficient issue resolution while maintaining the necessary privacy and categorization.

Raise & Track Your Tickets

Employees can quickly submit and keep track of their tickets through the helpdesk. This feature ensures that organizational issues are resolved efficiently and promptly. Also, HR Managers and Helpdesk Admins can easily oversee the internal problems being raised. For employees, it means immediate solutions without any delays or constraints.

Categorize Your Tickets

To handle requests swiftly, you can organize them into specific categories. Each category will have an assigned person responsible for addressing related tickets promptly. The more categories we create, the faster employees' concerns can be resolved, ensuring quick and efficient solutions. This system assures employees that their issues will be addressed promptly and with minimal resolution time. You can also add canned responses and closing messages to ensure that the employees do not have to wait.

Click here to understand more about creating categories : Managing Helpdesk Settings

Analyzing Ticket Trends

Organizations can utilize the summary dashboard to analyze their helpdesk performance, gaining insights from key statistics such as the quantity of open and closed tickets, average resolution time, monthly ticket counts, and first response time. If you need to understand these stats in detail you can make use of the Reports section, where you can download filtered data as per your need. This valuable information serves as a foundation for enhancing the efficiency of the problem-resolution system. By focusing on these metrics, organizations can actively seek opportunities to optimize their resolution processes and improve their overall support service across the organization.

If you want to learn in details about reports click on this link : Understanding Helpdesk Analytics