Just in case anyone else comes in here curious like I am, here’s the answer to this: My other question really concerns the length of help desk calls. Now I would assume this is traditional type desktop stuff when you consider the amount of endpoints per Help Desk staff. I’ve worked in that environment and yes the calls can be much shorter. A lot my personal experience though has been more on networking/storage type calls. These calls can literally take all day which then blows out the idea of keeping a call in that 15 minutes or less range. How is this addressed in the TruMethods system?
The idea behind this, if I understand it correctly, is more about how long you’re keeping the client themselves on the call. Not the ticket time in general. Ideally you spend that 15 minutes getting all the relevant information you’d need from the end-user and give them a workaround or another device to be able to perform their required job functions, then you can let them go while you spend time with the device directly and independently attempting to resolve the issues. Unless your end-user is an experienced IT professional there shouldn’t be any good reason for them to stay on the phone with you if you have the right infrastructure in place.
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