Help Desk Happiness
My current company is the first place I've been that actually gets the help desk experience right. They keep it really simple. We use a chat application to simply note our problem to a monitored channel. A member of the support team may ask a few simple questions to further diagnose the issue, and then enters the ticket. The ticket number is later emailed to the requestor so that they can keep track of it. Does that mean that some unnecessary items get communicated to our help desk? Sure. But you know what? People look at that team as being a partner--not a hurdle to get over just to get some assistance.
Simple. Efficient. Brilliant.
