The extent of customer support offered by your online business – and in the end the extent of buyer satisfaction – closely will depend on how effectively you may handle and reply to buyer requests.

Sadly, doing so with none assist desk software program options or comparable instruments is exceptionally difficult.

Nevertheless, with skilled assist desk software program in place, help groups can deal with all incoming buyer communications from varied digital and conventional channels shortly and effectively.

To attain excessive ranges of effectivity, your crew must know the ins and outs of the assistance desk software program instrument they’re utilizing. Assist desks might be very advanced software program with tons of hidden options. As such, attending to know its performance is important. That’s the reason having a whole assist desk handbook is important. 

What’s a assist desk handbook?

A assist desk handbook is an in depth consumer information that describes each side of your assist desk platform. It describes how you can use it to make sure clean inner and exterior communication, together with help requests, points, or complaints.

Definition of assist desk software program

Assist desk software program is a instrument that streamlines all help requests right into a centralized inbox so brokers can handle all queries from a single interface with out having to modify between platforms and units. All incoming requests are remodeled into “tickets”, so assist desk software program is sometimes called assist desk ticketing software program or a help ticketing system. 

What’s the objective of a assist desk handbook?

The first objective of a assist desk handbook is to assist your crew handle your assist desk effectively, because it outlines how the assist desk software program needs to be arrange, used, and operated to ship a constantly excessive degree of help. As well as, when a brand new help agent joins your crew, your assist desk handbook can considerably help you of their onboarding course of.

Assist desk options are advanced software program instruments, and managing one could be a problem. Nevertheless, with a strong assist desk consumer handbook, issues turn out to be simpler to your complete crew. Assist desk manuals are important for everybody in your help division, no matter how their function is assessed, their authority, and their tasks inside your crew.

Who wants assist desk manuals? 

Listed here are three core job capabilities that use assist desk manuals frequently. 

Assist desk admins

Admins are staff with some technical background answerable for establishing and configuring your assist desk software program system. They’re additionally in control of managing superior assist desk settings, integrations, and including new customers to the system. By making a complete assist desk handbook, your admins will know how you can set all the things up appropriately and can be capable of seek advice from the information in the event that they encounter any bother.

Assist managers

A buyer help supervisor supervises help brokers and manages customer support processes, workflows, and procedures. A assist desk handbook often describes all of those processes and procedures intimately,  guaranteeing all managers know how you can proceed in particular situations whereas remaining environment friendly.

Assist brokers

Assist brokers are the frontline of your help crew who’re particularly answerable for interacting with prospects, responding to buyer requests, and resolving buyer points. A assist desk handbook would usually present in-depth pointers on how you can handle tickets and deal with requests successfully. 

The right way to create a assist desk handbook 

Making a complete assist desk handbook requires a substantial amount of planning and preparation. On prime of that, you must perceive what precisely needs to be outlined in your doc to make sure it brings worth to your help crew.

Beneath are some ideas on what you may embrace in your assist desk handbook – you may customise it primarily based on the wants of your crew and the capabilities of the assistance desk software program you utilize. The primary precedence to have is to stipulate and doc your assist desk processes. 

Ticket statuses

Ticket group and administration play an important function in your help crew’s effectivity. 

To make sure all tickets preserve transferring by means of the ticket lifecycle shortly, you must outline ticket statuses. Based mostly on the assistance desk instrument you utilize, there could also be default ticket statuses or an possibility to change and create customized statuses. Your assist desk handbook ought to listing the ticket statuses you’ve outlined and clarify what every of them means.

Listed here are some examples:

  • New: The default standing of a ticket when it will get created.
  • Open: The ticket is open, and somebody is engaged on the request.
  • Pending: An agent is ready to get extra info from the shopper.
  • Escalated: The ticket was escalated to a senior agent or one other division.
  • Resolved: The ticket reached its remaining stage in processing, and no extra motion is required.

Ticket priorities

Along with ticket statuses, your assist desk handbook ought to outline your ticket precedence matrix so your brokers perceive how you can prioritize tickets primarily based on the out there info. Beneath are some customary prioritization ranges:

  • Pressing: Tickets marked as pressing are important points which will stop a consumer from working and trigger devastating penalties. These tickets needs to be addressed first or escalated to a senior agent/supervisor.
  • Excessive: Excessive precedence points could stop customers from utilizing the services or products successfully and require a direct response.
  • Medium: Tickets marked with a medium precedence are questions or points that don’t stop customers from utilizing the product, however they require a fast response regardless.
  • Regular: Tickets marked as regular might be questions from individuals who aren’t lively customers or leads. “Regular” tickets also can include normal consumer suggestions that doesn’t require a direct response.


Subsequent, your assist desk handbook ought to define your complete workflow from when a consumer submits a ticket till it’s resolved. The define ought to describe what your customers/prospects can count on to occur after they submit a help request. Present a quick description of the next to make sure your brokers have a transparent understanding of the processes and actions they should take to resolve a ticket:

  • Response to tickets: Point out whether or not your help brokers must ship an electronic mail acknowledging the shopper’s preliminary message. Clarify what particulars needs to be included within the first response and whether or not you must inform the shopper of the anticipated decision date.
  • Consumer follow-up: Clarify how the help agent ought to proceed and format a follow-up electronic mail if the shopper doesn’t reply inside a specified interval.
  • Closing tickets: Clarify how and when tickets are closed and when your brokers ought to ship out CSAT surveys. 
  • Consumer suggestions: Describe the popular steps your brokers ought to take if prospects are unhappy with their service and the way they need to report issues. 

Ticket escalation 

Whereas help brokers can resolve most help requests throughout the first contact, some points would possibly demand the intervention of a senior rep or a supervisor who has extra in-depth data, technical experience, or just extra authority than customary help brokers. To make sure streamlined help and a fast ticket decision course of, you must have a clearly outlined and documented ticket escalation process that your brokers can comply with each time they encounter points they can not resolve instantly. 

The escalation course of could differ relying on the scale of your help crew. Usually, a ticket escalation course of ought to:

  • Outline which points require escalation and to whom to escalate them.
  • Listing your help tiers and description the talent ranges and tasks of every tier.
  • Estimate the length for resolving tickets (Service Degree Agreements).
  • Outline who to inform when a problem must be escalated.
  • State how usually brokers ought to present updates to prospects.
  • Outline who to contact when the problem continues to be unresolved after the primary escalation.

Assist desk arrange guidelines

Most assist desk instruments supply multi-channel help, which means you may combine them with as many help channels as you need. These channels may embrace electronic mail, dwell chat, telephones, social media, data bases, and extra. The first objective of a guidelines like that is to explain how you can arrange and combine every communication channel that your prospects will use to speak along with your help crew. Right here’s what it might embrace:

  • E-mail:  Clarify how you can join electronic mail accounts and configure the centralized mailbox used to create and reply to tickets.  
  • Telephone: Clarify how you can arrange the decision heart, join VoIP suppliers, and create an IVR menu with name routing choices.
  • Stay chat: Define how you can place dwell chat widgets onto web sites and arrange proactive chat triggers.
  • Social media messaging: Create a step-by-step information for every social media integration (Fb, Instagram, Twitter, instantaneous messaging apps). 
  • Self-service portal: Clarify how you can create a self-service buyer portal that comprises a data base, FAQs, and different useful documentation.
  • Third-party apps: Describe how you can combine third-party apps to reinforce assist desk capabilities and enhance agent efficiency.

Assist desk software program options could have totally different settings and workflow administration choices. When highlighting the essential and superior assist desk settings, pay explicit consideration to outlining the next options:

Automation guidelines

Establishing automation is particularly important for companies with excessive ticket volumes because it ensures tickets are mechanically routed to probably the most related brokers or departments. Automation helps handle the workflow of your help crew, enhance agent efficiency and buyer satisfaction.

Any absolutely useful assist desk software program would usually assist you to arrange action-triggered, time-triggered, or SLA-based automation guidelines. Your assist desk handbook ought to listing all of the out there automation choices supported by your assist desk and clarify how you can set them up.

Service-level agreements (SLAs)

SLAs assist set efficiency requirements to your help crew and guarantee each difficulty is responded to and resolved on time. Your handbook ought to decide and description your SLA coverage, so your brokers have a transparent understanding of the service requirements anticipated of them within the office.

Canned messages 

Creating and deploying canned responses to widespread queries can considerably streamline agent workflow and save each brokers and prospects quite a lot of effort and time. Bear in mind to incorporate directions on creating and utilizing canned messages to hurry up responses and difficulty decision occasions.

Analytics and reporting

Based mostly on the reporting capabilities supported by your assist desk software program, you could possibly observe a wide range of metrics and KPIs to enhance your crew’s efficiency. Define the reporting choices of your assist desk instrument, clarify how you can generate totally different sorts of stories, how you can customise the reporting dashboard, and who needs to be monitoring and managing your assist desk statistics.

Element the usual assist desk channels

With a centralized assist desk system, your brokers can handle help requests from varied communication channels from a single interface. Nevertheless, every of those channels can have particular workflows for configuring and dealing with tickets. 

E-mail help

Since electronic mail stays one of the most well-liked enterprise communication strategies for shoppers, your crew is prone to be receiving a big portion of help requests from emails. Make sure that to stipulate how you can arrange and configure electronic mail templates, arrange spam filters, tag and prioritize tickets, or apply mass actions to simplify and pace up ticket administration.

Name heart 

Guarantee your assist desk handbook consists of details about probably the most important name heart options.  Describe how you can create IVR menus, arrange name routing choices, automated callbacks, switch calls, observe name metrics, make outbound calls or inner calls.

Stay chat

Stay chat is getting more and more widespread with shoppers because it provides rapid real-time help. In case your assist desk supplies dwell chat help, give some steerage on configuring chat routing choices, establishing chatbots, enabling proactive chat, establishing canned responses, and monitoring web site guests.

Social media messaging 

Most assist desk software program instruments supply integrations with the preferred social media platforms and instantaneous messengers. Create a listing of the social media and instantaneous messaging apps which you can combine along with your assist desk, describe how you can join them, and description finest practices for dealing with social media help queries. 

Information base 

Define the self-help capabilities of your assist desk. Showcase how you can arrange and handle exterior and inner data bases, create FAQs, add, categorize and edit self-help content material in your data base, arrange and handle a neighborhood discussion board, make suggestions widgets, and so on. 

Index the assistance desk options

At this time’s widespread assist desk options are outfitted with a variety of fundamental and superior options. Despite the fact that your help crew may not be utilizing all of them of their each day operations, some options could turn out to be vital sooner or later. Index all the assistance desk options your assist desk software program supplier provides so your crew members can conveniently seek advice from them each time wanted.

Staff administration 

Relying on your online business kind and the scale of your help crew, chances are you’ll need to set up your brokers into totally different departments primarily based on useful tasks, supported merchandise, supported channels, areas, or different parameters.

For instance, like most organizations, you might need separate departments for buyer help, gross sales, advertising, human sources, accounting, and so on. You too can have respective departments that deal with totally different buyer varieties (VIPs, companions, resellers, and so on.) or prospects from different geographic places and timezones. 

help desk manual

Total, departments preserve your assist desk extra organized and environment friendly as your brokers will solely reply to the tickets they’re finest outfitted to deal with. Take into consideration the easiest way to arrange your departments suited to your group’s wants and describe the scope of tasks for every of them. Your assist desk handbook also needs to define:

  • The right way to create and edit departments 
  • The right way to add and take away brokers from departments
  • The right way to arrange automation guidelines for routing tickets to particular departments
  • The right way to monitor every division’s efficiency

7 examples of assist desk manuals

Assist desk manuals can differ primarily based on the particular objective your assist desk serves and whether or not it’s supposed to your prospects or staff. You may additionally have totally different assist desk manuals serving totally different departments inside a single group. Beneath are examples of a few of the commonest assist desk manuals.

Technical assist desk handbook

A technical assist desk handbook supplies step-by-step directions on appropriately establishing, configuring, and utilizing the assistance desk software program. It additionally outlines how you can join your help channels, combine the assistance desk software program along with your CRM and different enterprise instruments and third-party apps.

Customer support assist desk handbook

A customer support assist desk handbook outlines how help brokers can effectively handle and reply to help tickets, what phrasing they need to use, and the way they need to talk with prospects in numerous situations.

Enterprise operation assist desk handbook

A assist desk handbook for managing enterprise operations with assist desk software program describes how you can arrange and use a assist desk to handle operations of any enterprise unit, e.g., logistics, advertising, or upkeep operations.

Vendor or suppliers help assist desk handbook 

A vendor assist desk handbook highlights how you can configure and use assist desk software program to handle vendor relationships, preserve correct provider data and knowledge, retailer the data on routing and scheduling of deliveries, handle provider contracts, observe provider efficiency, and so on. 

IT assist desk handbook 

An IT assist desk handbook comprises a step-by-step information for managing incidents and inner IT help requests.

HR assist desk handbook  

An HR assist desk handbook defines how HR departments can make the most of assist desk software program for environment friendly hiring, onboarding and offboarding, coaching, HR compliance, grievance dealing with, and different HR-related actions.

Facility administration assist desk handbook 

A facility administration assist desk handbook outlines communication processes with upkeep and facility staff. It explains what particulars you must embrace in upkeep requests and how you can format them appropriately. 


Having a strong, in-depth assist desk handbook in place is important for any group utilizing assist desk software program. Typically, a assist desk handbook is a consumer information to your complete help crew that outlines how your assist desk software program system needs to be configured, used, and managed.

Having a handbook like this ensures buyer requests and points are dealt with shortly whereas brokers stay productive and environment friendly, in the end contributing to constantly excessive buyer satisfaction ranges. 

Source link

By ndy