Five ways support desk tickets help you
The HealtHIE Nevada support desk is designed to enable the support staff to work more efficiently and effectively to meet the needs of our users. To consistently meet the variety of needs of our users, we employ a reliable tickThe HealtHIE Nevada support desk is designed to enable the support staff to work more efficiently and effectively to meet the needs of our users. To consistently meet the variety of needs of our users, we employ a reliable ticketing system that assists the support staff in providing excellent customer service that our users have come to expect.
When the support desk receives a ticket, the issue is automatically logged and assigned a case number, at which point the user will receive a confirmation that their email has been received and the issue has been assigned to one of our specialists. The convenience of having an automated ticketing system helps both support staff and users streamline communication and sends timely updates on the progress of the request.
Here are five ways a support desk ticket helps you:
1. It helps to work more efficiently
Keeping track of all submitted issues in one place allows for quicker response and resolution times. Emails aren’t lost in individual inboxes, and issues can continued to be worked by any of the support staff regardless of the initial assignment. Support staff share the knowledge set for all issues allowing for faster turn-around of future issues.
2. It prioritizes tasks
A ticket system is specifically designed to organize reported issues and keep track of the progress, as different problems require different priorities. When the support specialist can easily visualize all the tickets in the queue, it helps to prioritize their work and important tickets are less likely to fall through the cracks.
3. It helps to tracks repeat issues
Working with many users across multiple health care organizations, it is not unusual to find recurring problems or questions. When this happens, the support specialist can quickly search old tickets, and find the solution to quickly solve the issue based on work done previously.
4. It helps us to multitask
HealtHIE Nevada has a busy support desk, and takes pride in assisting our users in a timely matter. To consistently meet your needs, the support desk prioritizes and organizes all issues as they are submitted, while simultaneously moving forward with issues they are currently troubleshooting. Timely resolution is of the utmost importance and we strive to meet your expectations daily.
5. It keeps all details in one location
When troubleshooting, it is very beneficial to have all the relevant information in one location, cutting down on time the support team would spend searching for applicable information to deal effectively with issues. The time saved translates to faster resolution of a problem for you.
You can contact HealtHIE Nevada support by creating a ticket directly from our website , send an email to HIESupport@HealthInsight.org, or if you prefer, call us at 855-484-3443 and select option 1. We’ll take it from there!
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