Tracking the number of requests that come in, response times, their state, closure rate, and workload for your teams is a vital part of daily requirements.  It assesses teamwork, the balance of work, and technician response, which reflects overall customer satisfaction and how users of the service desk system are functioning. 

ZENworks Service Desk is a vital tool that can be a barometer for helpdesk response and customer satisfaction.  It also has automation services where customers can initiate a task and the self-service kicks in, which automatically processes requests without helpdesk intervention.

Determining all these factors provides a view into how your divisions utilizing the helpdesk capabilities are getting resolutions for their issues or requests.  ZENworks Service Desk has a series of canned reports that can be used to get that view on the organization and its effectiveness. 

Are there questions in your organization...

• What is my technician's workload?
• When is the next printer maintenance cycle?
• When was the last time a printer was serviced?
• What are the latest knowledgebase articles published?
• What are our stats for resolving tickets?
• What are our surveys showing us?

Built-in reports are effective tools but may not have areas that need to be viewed, so ZSD custom reporting is also available to dig deeper into the information for your needs.

Real-time reporting may also be a factor in daily details to make sure you can optimize the teams.  Send reports and automate them to be in your email inbox before those regular team meetings or meetings where management requires statistics.  Other reports can be scheduled morning, daily, or weekly for workload, watching a particular issue, or status on quarterly maintenance.

• Receive workload
• Recurring reported problems
• Items that need to be monitored or serviced
• Maintenance routines on track
• Knowledgebase access
• Outstanding purchases

These reports can be set up to report on areas that can ultimately fine-tune your evolving environment, customers, and teams. 

Take the mystery out of ZSD Custom Reports by watching this comprehensive video on the OpenText / Micro Focus Support and Training Channel.

This example shows a return for Service Requests for Maintenance on Printers and Last Maintenance Date.  Incidents may have been called in for printer issues and maintenance performed at the same time, this quick report shows the Item Type = Printers that have had maintenance (Service Requests) recorded against them.

Ticket workload visibility is essential to provide good communication and resolution.  This report focuses on those issues being worked on and who is working on them.

This report is designed to display the technicians that have active Incident requests they are working on.

Having visibility of the calls to the helpdesk is important for staffing the phones.  This report displays the phone calls from customers that need information or resolutions to issues.

A Bit on ZENworks Service Desk

You do the same things every day – track service requests, race against the clock to ensure your team responds promptly, and monitor your technician’s performance. Every day you wish you could do these simple tasks more efficiently. And every day your frustration grows. You need a solution that can remodel your service desk and help you relax.

Read this flyer for more information.

ZENworks Service Desk is an ITIL-based service desk solution that integrates with Unified Endpoint Management. It improves employee satisfaction, decreases costs, and improves IT efficiency with IT Service Management.

Contact us today to speak with a service professional to see how ZENworks Service Desk could help your organization.

View the ZSD How To - Report Builder: Reporting Real Time Data video on YouTube.