Understanding Help Desk Ticket Outcomes

You may love the idea of having an outsourced IT help desk tackling your low-level help requests -- but how do you know exactly where those help tickets stand? Well, when you rely on a top-class provider of outsourced IT help desk services such as Gravity Philippines, you can rest assured that we’re following an orderly, documented process that ensures consistent quality control and attention to detail.

Every IT help desk ticket should include a status summary line that tells everyone involved exactly what’s going on with that particular request. The four basic outcomes include:

Resolved: This is everyone’s favorite outcome, of course. A ticket resolution brings the ticket to an end. You’ll be informed as soon as this outcome is achieved.

Next Steps: This outcome status means that your technician hasn’t completed the job but understands what needs to be done next. It also means that the technician has already scheduled the next steps in question.

Waiting For: A “Waiting For” status is similar to “Next Steps,” except that the technician who has worked on the problem up to this point needs to hand it over to a different technician to perform the next step toward resolution. The first technician will keep an eye on the progress of this ongoing work and follow up with the second technician as needed.

Escalation: Escalation means that the request calls for more or different skills than can be addressed in a low-level help ticket. At this point, the technician may either kick the problem upstairs to a colleague with a different skill set, or the help ticket may get forwarded to a senior member of your in-house IT team for resolution.

Our talented outsourced IT help desk team knows how to keep those help tickets on the path toward satisfactory resolutions. Let us clear out your technical bottlenecks!