8 easy Help Desk solutions you need to know in 2024

[#1]

Every unresolved incident quickly spirals into bigger problems, costing time and user trust.

When small issues snowball, it leads to overwhelmed teams, lower morale, and frustrated users.

With smart prioritization and automation, you can deal with incidents faster and stop them from escalating. 

Let’s see below how to overcome the most common help desk problems and solutions. 

Challenge #1: Slow resolution times and unclear communication

Solution: It's important to make SLAs clear to customers. You can improve SLA visibility with the Extension for Jira Service Management. The transparency of SLAs helps users track their tickets and expected resolution times.

Service Level Agreement metrics in Request Details View in Extension for Jira Service Management

Challenge #2: Long and complicated request forms 

Solution: Simplify request forms to improve the user experience. Use Extension for JSM to:

✅ limit the number of fields displayed on the request form with the Dynamic Forms feature. The fields are displayed dynamically based on previous user selections.

Dynamic fields configuration in Extension for Jira Service Management

✅ group the related information thanks to the Bundled Fields feature.

The onboarding details in a bundle on the Request Details View in Extension for Jira Service Management

Organizing request forms into thematic sections minimizes confusion. It also encourages users to complete their requests without frustration.

Challenge #3: Confusing request forms 

Solution: Show only relevant custom fields based on previous selections. The Dynamic Forms feature from Extension for JSM comes in handy here, too. It displays only relevant fields on issues. Moreover, the feature limits the visibility of options for specific user groups.

Simplified request forms in Extension for Jira Service Management

Challenge #4: Irrelevant request types

Solution: Organizing request types improves user navigation. In Theme Extension for JSM, you can create categories for different user groups. It lets users find relevant request types in seconds. 

Categorization in Theme Extension for Jira Service Management

Challenge #5: Limited field options during ticket transitions

Solution: Give users the necessary details right away to improve the ticket resolution process. You can do it by making it possible to add extra information during ticket transitions. Actions for Jira Service Management lets you do exactly this. Take a look at the screen below. This app enables more fields on workflow transition screens. 

With the toggle on, your workflow action is displayed on the Customer Portal so customers can edit their requests.

Challenge #6: Default queue limitations

Solution: You can improve your ticket management by using the Queues for Jira & JSM app to:

✅ create cross-project queues and organize them into folders.

✅ allow users to customize which queues are visible based on their roles.

This helps reduce clutter and ensures that team members only see relevant tickets.

Flagging important issues in Queues for Jira & JSM

Challenge #7: Lack of multilingual support 

Solution: Provide multilingual support by translating your Customer Portal. Use Dynamic Forms from Extension for JSM to translate request types and fields. This lets users contact the help desk in their language. It makes them more comfortable and encourages them to interact with your team. 

Customize the Jira Service Management portal by adding a translation

Challenge #8: Limited customization in the My Requests screen

Solution: Allow users to personalize their experience. The My Requests Extension for Jira Service Management allows customers to:

✅ customize the fields displayed in their requests list.

✅ filter and sort their requests according to their preferences.

With this app, you can customize the My Requests screen to make it easy to navigate.

Now it's time to try it yourself! 

Try these solutions at your company. Make an effort to deal with your help desk issues and see the difference right away. You’ll optimize operations and keep users happier. 

Don’t forget to review and improve your processes regularly as customer needs change. 

Share your tips for handling help desk problems in the comments!