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One of the most basic foundations of an efficient and successful help desk service is to keep in touch with your customers and be aware of their needs and evaluation of your service. Note that it is also a good thing to let your customers know that their estimation is important to you. A recommended method to go about this is to distribute a customer satisfaction survey. Yet, there are a few things you should consider when composing and distributing your satisfaction survey:
1. The survey should not be too long, so filling it up will not take a great deal of your customers’ time. Yet, it should not be too short either, since you want it to collect all the needed information.
2. Who should receive the survey? Perhaps it would be better to distribute the survey only to some of your customers, or ask about a specific service that you provide only to a specific group.
3. The questions should be clearly defined. Avoid open ended questions as much as possible, since they demand much more time and effort from your customers.
4. Be specific about the information that you want- try not to ask questions that are not directly related to the subject.
5. Explain the rational of the survey to the customers. It is important to state that the survey is a part of your service to them.
6. Publish the results of your survey, as well as the conclusions you draw from them.
7. Learn from the results of your survey and improve your service according to the conclusions.
8. Repeat the survey either occasionally, or in regular intervals. You should also consider how often your customer satisfaction surveys should be distributed. Again, take care not to burden your customers with such surveys too often, but let them know you keep in touch and still want to know what they think.
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Hello SysAiders, and welcome.
This forum is all about the IT world, your world.
In this forum you can discuss other SysAiders regarding general IT topics, like software, hardware and IT management.
This is the place to share your IT tips, get assistance on general non-SysAid issues from IT experts all over the world.
Got an interesting article?
Bought a new gadget which saves you time and money or its just awesome?
We want to hear about it.
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A Tip from Sarah Lahav, the Head of Ilient Support Team
To save you time and efforts, from version 5.0 and up, you can easily upgrade the SysAid agent without having to re-deploy SysAid to your network.
1.Go to Preferences->Asset Setting-> Asset Update
2. From the Command dropdown menu, choose Upgrade client version.
3. Choose which asset or asset group to run the upgrade on.
4. Set the date for the next upgrade.
5. Choose how often to repeat the automatic upgrade.
6. Click the Add button, or the Run Now button to upgrade immediately.
For instance, if you have SysAid 5.0.03 version, your client will be automatically upgraded to SysAid 5.0.06, even if the workstation is off.
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HTML in SysAid Notifications
Here's something you should know: The E-mail notification sent by your SysAid doesn't have to be written in plain text!
You may in fact, use any HTML tag to create a notification which is pleasant, easy to read, and may even include images such as your company logo, or any other image that can be useful for you.
Basically, you can enable HTML emails on the entire system.
To set this up:
1. Please go to Preferences > Integration > Email tab
2. Fill in the Encoding filed with the relevant information- this varies according to the encoding you use in SysAid. If the encoding you use is Unicode, please replace it with: UTF-8.
3. Fill in the Content Type field with the line: text/html; charset=utf-8 *ADMIN EDIT BY TECHGUY - text/html must all be lowercase *
4. After setting the HTML email type, you can use any email tags in your email notifications: <a>, <img>, <b> etc.
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A Tip from Sarah Lahav, the Head of SysAid customer Support Team
Because we have realized the importance of the backup we inserted it into SysAid itself. Now it is no longer done outside SysAid. To backup please follow the instruction below:
You do not have to use external database to enjoy backup capabilities. SysAid supports backup in its internal databases.
To create a backup to your database:
1. Go to: Preferences > Integration > Backup tab
2. Check the box to enable the backup.
3. If you are about to perform an action which could cause a database corruption, you can create a backup at once by clicking the Run Now button.
4. To configure a backup of the database on a regular basis enter a time for the regular backup, the directory for your backup, and administrators who will receive email notifications when the backup was successful and when it has failed.
5. Save your data backup preferences. The backup is always for the most recent seven days.
6. Note that this SysAid internal backup feature is only available with the built-in databases Derby or Firebird.
Database Backup
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A Tip from Sarah Lahav, the Head of SysAid Customer Service and Support Team
We all know too well the service requests that simply repeat themselves: every now and again almost all your end users seem to encounter the very same problem, and each of them seeks your help, individually. Answering each end user individually is a crazy and unnecessary work. SysAid saves your time: after reading this tip, you will only have to answer the recurring question once!
Here is how to do this:
1. First, you need to enable self-service for your users. This is a useful thing to do in any case. Go to Preferences -> End User Portal, and check the box ‘Enable Self Service (FAQ)’.
2. Now, go to Help Desk, and click the row entry of a SR you wish to turn into a FAQ.
3. Under the General Details tab you will see an Action called Add to Knowledgebase. Click it.
4. You will be asked to approve the action. Click Yes.
5. A popup screen will open, allowing you to edit the text of the service request and to adjust it as a new FAQ.
6. Choose the radio button ‘Add to End Users’ Self Service.
And that’s all it takes! Now your users can see this service request as an FAQ in their self service.
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Welcome to the SysAid forum.
This forum has been build for each and every one of you SysAiders
This is the place where you can learn how to use SysAid in the best way for your company, share your tips and tricks, and have a direct communication with the SysAid team.
SysAid is a very simple and powerful software to track and manage your IT environment, here you have the opportunity to learn more on SysAid features and usability.
Got a question to ask?
Want to share how you make the most out of SysAid?
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