While it’s still a work in progress, I’ve recently dumped all our incoming support request stats into excel for a quick-n-dirty 3yr overview. The result is thus …
My next task is to sift through the requests to determine what things caused spikes in the data. For instance – end of August through Sept 2009 we did global password changes and Dec 2009 we did 42 staff office relocations – and hence the spikes for those months.
One of our goals in 2009 was to do a better job of recording support requests. It’s easy to get stopped in the hallway or get a call and fix an issue and never go back and record that info. If a fix takes more the 5mins it’s worth recording that info. Many 5min fixes over a year can add up to a LOT of unaccounted for time. And isn’t that part of why you use a help desk solution? I was able to hire both IT staff additions at GCC based in part on help desk stats. Tracking where your time goes is important … probably more than many geeks realize.
What is our help desk solution? We’ve been using ServiceDesk Plus from ManageEngine since Feb ‘07. Prior to that we had used TrackIT … you can read about why we made the switch here. ServiceDesk isn’t perfect, but it’s worked well for us and a number of other churches. If you’re in the market, I’d definitely put them on your list to investigate.
NOTE: Recently Kayako has begun offering their flagship help desk products FREE to non-profits … Kayako is a big name in the industry and FREE is well … FREE! Hopefully in the very near future we can give Kayako a thorough evaluation.
[update: Got a couple people reminding me that SpiceWorks is another good FREE option. Honestly, I've not looked at them in 4+ yrs, but I hear recent product is way better. I've added it to my "check 'em out" list :-) ]
What to look for in a help desk solution? Check out this list of questions to ask I compiled several years ago. You need to know your objectives before you start looking for solutions :-)