Handle service requests over a more accessible channel
When your service desk is all about supporting employees’ requests, solving an unexpected techcrunch and ensuring that their systems are up and running 24/7, your IT team needs to be available to every employee all through the day. With business hours-based routing and call queues, you can ensure all-day support. Also, with a phone channel in place, your IT agents can understand the context of the request, the priority of the issue and the magnitude of the problem from the tone and urgency of caller within the first few seconds of a call. This way an employee can access your IT team with any time-sensitive issue, get it sorted then and there and use the ticketing system for the ones that can wait a day or two.