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IT/Ops Helpdesk

Constantly maintaining an office of hundreds to thousands of employees is no easy task. With so many different requests from your employees across all departments, IT and Operations teams have got to be organized! 

monday.com’s super easy and flexible platform allows you the space to do exactly that!

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What is an IT/Operations Helpdesk?

Helpdesks are used by companies to manage their internal requests from employees. These can range from requests for specific equipment, for facility or office maintenance, to access to software platforms and more.

These are used by Operations and IT teams to gather the requests and create a manageable process to ensure that each request gets dealt with.  

 

Why is it important?

Having a process to manage all the requests coming in and out is an integral part of making sure things actually get done. As companies grow, so do the requests, so streamlining this will make sure that nothing is forgotten, and that everything stays organized. Having a Helpdesk process also allows us to track ourselves. What can be tracked and measured, can be optimized and improved. As a company that is always striving to be even better and more efficient, this is vital to us!

This guide will walk you through the 7 steps to successfully use monday.com as a Helpdesk so that you can make sure your employees' requests are taken care of at all times. While IT and Operations requests can be managed separately, we will refer to them as one unit in this guide.

 

Building a working Helpdesk on monday.com in 7 easy steps:

Step 1 - Build the basics

To get started, go ahead and build out your board that will be used to track all the new incoming tickets (requests) received by your employees. Your board can be set up in various different ways, however we’ll focus on how we currently use monday.com as our internal Helpdesk. 

 

Tip: This board is going to be the basis of the Form you can send out to all the requesters! So make sure to include all the questions and info you’re going to need for the requests. We’ll go more in-depth about this later on.

 

Groups 

You can organize your groups based on the new tickets, tickets being worked on and solved tickets.

The first group will house all new requests that the IT/Ops teams receive. This group will remain at the top and be an indication of all the requests that haven’t been delegated yet. As soon as a ticket is assigned to someone, and is being worked on, it will be moved to the next group “Working on it” until it is completed and moved to “Closed Tickets”.

This smooth flow will make things easy to follow and work with. 

Remember, monday.com is flexible! So you can group the requests by weeks, by departments or in any other way that would suit you!

 

Items

Once you have set up your groups, you can start adding your items. An item will be every ticket added by the employees such as requests for office equipment, maintenance, software licenses, reset passwords and so on. 

 

Columns 

Columns allow you to track and manage every ticket received and to gather all relevant information in one centralized place. This allows you to put status updates, categorize tickets and manage day-to-day activities. With over 20 different column types, there’s really no limit to how you can customize your board to fit your team’s needs.

We added the following columns to our board to help us with this:

    • Status columns to track the status of the ticket, the type of request this is as well as the urgency of this request as defined by the requester.
    • People columns to show the requester and the person by whom it was solved.
    • Text column to add in specific details of the request.  
    • Creation log column to see when the request was first opened.
    • Last updated column to see when the request was last updated and by whom.
    • Auto number column to keep track of the number of requests we have at any given time.

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Step 2 - Turn the board into a Form and let the requests roll in!

Now that you have the basics of your board set up, you can flip it into a Shareable Form to ensure that both Ops and IT have a simple, streamlined and accessible process to receive and manage these requests. To turn this board into a Form, you’ll need to add the Form View {link} to the board. 

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The board structure will create the basis of the Form that you’ll be able to send out internally and also externally should you need, through a Shareable link or by embedding this on your website. Each column heading on the board will become a question on the Form. 

On the form itself, you can customize the background color, add your own logo and select which questions are mandatory to be filled out. You can even choose which board columns should be hidden from the Form. 

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Tip: Already have a form that you’re using to receive requests for Ops and IT? No problem! Check out our integrations store and create a simple connection!

 

Step 3 - Power up your board with these automations

Automations will bring you a few steps closer to completely automating your workflows, eliminating unnecessary wasted time and natural human errors that happen on the way.

These are just some useful automations you should be adding to this board:

1. Whenever a new ticket is marked with a specific label , such as “Ops Supplies Requests”, an automatic notification is sent to the Ops team to notify them.

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2. We can take this one step further, and even assign it to a specific person in the Ops team using this automation:

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3. We can then make sure that the person who is assigned to this request also sees this task on his own personal to-do-list by using this cross board automation:

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4. Lastly, we can automatically set the Solved by date, using this automation:

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Tip: This will be an important one for us to track handling time of each request.

 

Step 4 - Track handling time of all requests

As with all Helpdesks, handling time is a super important metric that you’re going to want to track. Tracking this is easy once you’ve got your teams updating the board as a part of their daily routine. 

To track the time since receiving the ticket, to when the ticket was solved (remember the automation we just added? :) ), we’re going to use a Formula column

Here, we can use a simple formula to calculate the time between the Creation log column and Solved by Date column:

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This will enable you to see the exact time between the ticket was created and solved for each ticket, but also see the overall average handling time of the tickets (at the bottom of the column).

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Step 5 - Use saved filters to for easy access

While this board could be used to manage the requests of both the IT and the Ops team in one place, you can still filter down the information to ensure that both teams can navigate their new requests easily and not get distracted by any noise. This can be done using board filters.

You can filter the board based on many different parameters, such as board type, assignee, status, groups and so on. 

For our sake, we’ve set up two different saved board filters, one for the Ops team and one for the IT team, so that each time can immediately jump directly into their pending and in-progress requests without wasting any time!

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Step 6 - Gain Insights with Board Views & Dashboards 

Boards are the perfect place for you to manage your day to day requests, as well as communicate and collaborate with other teams and departments. While all this is going on, managers and department heads can make sure they're staying in the loop with all high level information about the hard work the Ops and IT teams are doing

This can be done both on a board level, but also across the boards as well.

Let’s take a look at how this can be done on a board level first. 

 

Board Views

Board views are a great way to visualize information on your board in a different way, to see breakdowns and analytics, allowing your team to make more informed decisions later on. We saw the Form View earlier on, now let’s dive into another type of View. 

The Chart View enables managers to get overviews of the types of requests received, by whom the requests are mostly solved by, who sends the most requests and so on.

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The Chart below shows a breakdown of the Type of Requests (per department), stacked by their Status, such that we can compare which type of requests have more completed requests, stuck requests and so on.

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Dashboards

Dashboards, like Board Views, provide you with high level insights about the data on your boards, with the additional functionality of seeing cross-account data. This allows you to pull info from various different boards to gain overviews that are much needed. 

This is great if you’re looking to compare handling time of requests by department over time, manage your team’s workload, see employee performance and get a general overview of the progress of your requests.

On the below dashboard, we’ve added a Numbers widget to compare this Quarter’s handling time to last Quarter’s, as well as compare the handling time of the IT team vs the Operations team. 

With the Battery Widget, we’re also able to see a quick overview of how many current requests are completed, being worked on, stuck and so on - a very important aspect of managing this process and staying in the loop.

Lastly, we’ve added a Chart Widget, which provides a breakdown of the number of requests per department, enabling better resource planning and relevant internal changes to be made as a result. 

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To learn more about all the other widgets available, and how to set up your dashboard, check this out. 

There you have it! You’re ready to get started streamlining and managing your internal Helpdesk with monday.com!

If you have any questions about this or anything else in this article, feel free to reach out to us at customer success at [email protected]