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Back to Basics with your helpdesk

IT-talk sounds like a foreign language to the uninitiated, with its panoply of abbreviations and terms. Watching two tech guys at the office talk to each other during lunch hour; it can be hard to know exactly what they’re talking about. The same situation can happen with your helpdesk. Some terms may leave you guessing.

If you too, sometimes get lost in the IT verbiage, then this article is for you. I’ll try to clarify some of the terms frequently used in helpdesk software, most of which are based on ITIL definitions, as it is the case with Requuest. You should feel a lot more comfortable with the frequent tech terms your Helpdesk throws at you and who knows, maybe also understand a bit of that tech talk from your IT guy.

Tickets

Tickets are at the base of every Helpdesk and ITSM tool. In layman’s terms, a ticket is a request for anything a user may want or need related to his work, things such as hardware, software or access to a service. 

You want to reset a password, have a problem with your printer, or want to add a new user? You create a ticket in your Helpdesk in order to get that request processed.

Resolution Process

Where does your ticket go once it is created? It will be going to the user or resource you’ve assigned it to in the helpdesk. That can be a specific person, or even an entire IT support department. This resource will then take into consideration the steps to take (commonly referred to as the Workflow) to ensure the resolution of your ticket. This is in a nutshell the resolution process of your request.

Incidents and Problems

Incidents and problems are often confused with one another. and it can be problematic sometimes to know the difference between them. An incident occurs when an event that is unplanned causes the interruption or the deterioration of a service. A problem on the other hand, is an issue that generates multiple incidents.  It’s the root-cause of your incident, if you will. It’s not only you app crashing (the incident), it’s why it crashes (the problem).

Incidents & Problem management

Helpdesks such as Requuest also provide you with incident management and problem management tools, to help you solve them faster. This management starts by giving a priority level to an incident, based on its severity and impact and then assigning it to a resource, for example, Support level 1 for resolution.

Incident & Problem management can also let you escalate the priority of incidents if the quality level of a service gets worse. If so, you can transfer the assignation to a higher-level resource from our support level 1 above, to support level 2.

API Integration

An API, short for Applications Programming Interface, is a tool that makes software and application building much easier, allowing you to connect to an application and exchange data. As far as APIs and your Helpdesk are concerned, it is possible to integrate APIs, such as chat tools or monitoring software inside your helpdesk, by making APIs create tickets inside your helpdesk for example.

 

All caught up?

That covers a big part of what you’ll see in your typical Helpdesk. Hopefully that also helps you with the tech talk! And if you’re looking for a helpdesk tool in the near future, make sure to check out Requuest and all of its features.