Are you still using
spreadsheets to open service tickets? If it is so, you need to examine why
availing a helpdesk solution is becoming small-sized businesses’ instinctive
choice. This blog will help you identify pluses and minuses of using
spreadsheets.
Data Security
When you work with
spreadsheets, you are at a high risk of losing them. It takes a person (who has
access to it) to accidentally delete it and lose all ticket registrations.
Besides, it’s also difficult to grant a user 'controlled access'. Either a
person can see the whole worksheet or see nothing.
But, when you choose to
avail helpdesk solution, you can be sure of greater data protection. Also,
unlike spreadsheets, it is not so simple to delete a ticket. That’s not it.
Helpdesk enables you to limit access, allowing to control permissions of each
user.
Reliability
The worksheet is very much
like a piece of paper. To check an item based on the date of insertion, you
need to track all changes. And, to restore the original version, you need to
save multiple copies of the same spreadsheet.
However, having helpdesk
services outsourced gives you access to the system that itself generates
internal histories hence allow you to track everything that has happened on a
service ticket. Having an IT Helpdesk in place can help you figure out problems
and bad practices of a Ticketing System – something that would be difficult to
do with a spreadsheet.
Centralization
Is it possible to control
all tickets of your company with a single spreadsheet? Probably not! You need
different spreadsheets to handle different tickets – something harmful for your
business and centralization to work with data. To see a client´s ticket
history, you´ll have to search spreadsheets by spreadsheets for already opened
tickets. Wouldn’t that be chaos?
Thanks to the helpdesk service, all your ticket data is centralized in one place. You can locate a
particular ticket, track customer histories, and check open tickets, all at once.
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