Email plays an important role at the service-desk, whether it be in-coming, out-going, or just internal communication with other members of your support team. Although other notification channels are available for service-oriented support, such as chat, web and a range of pop-up notifications alert mechanisms, email offers a rich medium for sharing content, attachments, and offers very good opportunities for automation.
It's not uncommon to see a lot of email being passed around at the helpdesk, with a lot of it generated from the service-desk tool being used. Here's a quick summary of some of the more common types of email that you'll typically see in a service-desk environment.
Typically 2 emails are sent for this event, and both serve to confirm and alert to the fact that a new incident has been logged. Both emails open the door to further email automation such (see below).
An incident is re-assigned
A client updates their job (via any means - email, calling the service desk, or updating via the web portal)
When an incident is closed
Email the client when their incident/ticket is closed. Tell them that it's closed, and any relevant resolution details. Invite feedback regarding their service experience via a survey link.
Checking on the status of a job
Another common practice in customer service is to follow-up on aging jobs, particularly if you haven't heard back from the customer in a reasonable amount of time. This is especially relevant when your service desk technician has replied to the client with a resolution, or has asked them for further information, yet no response has been forthcoming.
This style of email should be short, direct, and remind the client what the issue was, and the resolution/last update that was provided by the service desk team. It is not uncommon to automatically close the job if this email is not responded to within a reasonable amount of time.
Escalation / SLA approaching / SLA breach
The key elements in this style of email is information that clearly states what has happened, and all of the relevant time, date and SLA details. Provide a call-to-action that clearly states what should be done next as a matter of priority.
Don't be the helpdesk that just sends out plain text email.
Add some flair to your communications and show some class. A well-crafted email, with effective graphics, fonts and styling can say a lot about your support operations. Spend time on your design, and collaborate with team members to continually improve the quality of your communications via email.
Want to see some of these ideas in action?
Click the link below for to download some basic templates that have been created in Microsoft Word format. These documents can be used in any service management tool and are ready to be imported in HelpMaster, and contain relevant HelpMaster email tags. All you have to do is change the words and links and graphics to suit your style and you're ready to go.
Download now, modify, and use today!
Do these tips work for you? Have we missed something? Let us know what works for you.