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  • Writer's pictureSteve

How to Reduce Helpdesk Calls and Tickets

how to reduce helpdesk calls and help desk tickets

In today's fast-paced business environment, reliable and efficient IT systems are critical to ensuring smooth operations. However, even with the best technology, unplanned outages or system updates can disrupt the workflow and impact employee productivity. When such issues arise, the IT department can expect a surge in helpdesk calls and tickets, which can be overwhelming for the support team. However, by implementing effective communication strategies, organizations can minimize the number of helpdesk calls and tickets during system outages.

Effective communication is key to reducing helpdesk calls and tickets during system outages. When employees are informed about planned or unplanned system updates, they can take necessary measures to minimize disruption and avoid unnecessary calls to the helpdesk. Here are some ways in which effective communication can help reduce helpdesk calls and tickets:

  1. Timely Communication: The key to effective communication during system outages is to be timely. The IT department should inform employees about planned or unplanned outages as soon as possible. By providing advanced notice, employees can plan their work accordingly, avoid system-related tasks during the outage, and minimize the need to contact the helpdesk. This ensures that employees are not caught off guard and helps reduce the number of helpdesk calls and tickets.

  2. Concise Communication: Effective communication during system outages should be concise and clear. The IT department should provide relevant and concise information about the outage, such as the expected duration, the reason for the outage, and any other relevant details. This ensures that employees are not overwhelmed with unnecessary information and can quickly understand the situation. This clarity of communication helps reduce the need for employees to contact the helpdesk for clarification.

  3. Multi-channel Communication: Effective communication during system outages should be multi-channel. The IT department should use multiple communication channels, such as email, intranet, and messaging platforms, to inform employees about the outage. This ensures that employees receive the message through their preferred channel, increasing the likelihood that they will see and act upon the information. This also helps ensure that the message is not missed by any employee, reducing the number of helpdesk calls and tickets.

  4. Follow-up Communication: Effective communication during system outages should also include follow-up communication. The IT department should update employees on the progress of the outage, such as when the system is expected to be back online. This helps employees plan their work and reduces the need to contact the helpdesk for updates. This also shows that the IT department is actively working to resolve the issue, which can help reduce employee frustration and the number of helpdesk calls and tickets.

Effective communication is key to reducing helpdesk calls and tickets during system outages. By providing timely, concise, multi-channel, and follow-up communication, organizations can ensure that employees are informed about system outages and take necessary measures to minimize disruption. This not only reduces the workload on the IT support team but also helps ensure smooth operations and employee productivity.

Pros and Cons of using Email, Teams, or Slack to Communicate Outages to Employees



  • Email allows for detailed information to be communicated, including attachments and links.


  • Email can be easily overlooked or missed in a cluttered inbox.

  • Communication can be delayed if employees are not checking their email regularly.

  • Email lacks the opportunity for real-time collaboration and discussion.

  • Email threads can become convoluted and difficult to follow.

  • Email is less interactive and engaging than other communication tools.

  • Email is less effective at fostering a sense of community and connection among team members.

Collaboration tools like Slack or Teams


  • Collaboration tools enable real-time communication and collaboration between employees.


  • Collaboration tools can be distracting and lead to loss of productivity if not managed properly.

  • Collaboration tools require regular monitoring and moderation to avoid spam and irrelevant messages.

  • Collaboration tools can lead to communication overload, causing important messages to be missed or overlooked.

  • Collaboration tools can foster a sense of informality and lack of professionalism in communication.

  • Collaboration tools can be less effective for communicating complex or detailed information.

  • Collaboration tools can be difficult to manage for large teams or organizations.

Overall, it's important to consider both the pros and cons of each communication tool before deciding which one to use for communicating outages. Organizations could consider using a combination of tools, such as email for detailed information and collaboration tools for real-time discussion and collaboration. In the end though rather than IT Staff writing emails and using collaboration tools like Slack and Teams, what IT Helpdesk staff would benefit from using is a single tool that is faster and more cut-through.


Best Way to Reduce Helpdesk Calls and Tickets

In today's fast-paced world, effective communication is key to the success of any business. With the increasing globalization of the marketplace and the rise of remote work, the need for seamless communication has become more important than ever. While email and collaboration tools have been the go-to methods for communication for a while, they are no longer sufficient for businesses that want to stay ahead of the curve. Enter XComms, a communication tool that has been gaining popularity due to its superior features.

XComms is a communication tool that is designed to improve communication within an organization. It is widely used by businesses of all sizes, from small startups to large corporations. What sets XComms apart from other communication tools is its pop-ups and tickers, which rise above everything and are extremely cut-through.

Email has been the primary form of communication for businesses for a long time. While it is still an essential tool, it has its limitations. Emails can get lost in the sea of messages that people receive every day, and important information can be easily missed. Moreover, email is not suitable for urgent messages that need immediate attention. XComms, on the other hand, is designed to cut through the noise and ensure that important messages are delivered to the right people at the right time.

XComms' pop-ups and tickers are attention-grabbing and cannot be ignored. They are designed to rise above everything, including other applications that might be open on a user's screen. When a message is sent through XComms, it appears on the user's screen in the form of a pop-up or ticker, ensuring that the message is seen and read. This is especially useful for urgent messages that require immediate attention.

Collaboration tools like Slack and Microsoft Teams are also popular communication tools, but they too have their limitations. These tools are designed for team collaboration and can be useful for sharing files and information. However, they are not as effective for one-to-one communication or urgent messages. Moreover, these tools can be distracting and can lead to information overload.

XComms, on the other hand, is designed for both team collaboration and one-to-one communication. It allows users to send messages to individuals or groups and has a range of features that make communication more efficient. For example, XComms allows users to set reminders for important messages and to send messages that can only be viewed once. It also has a built-in feedback system that allows users to provide instant feedback on messages.

XComms is not just a communication tool; it is a complete communication platform. It can be integrated with other tools like CRM systems, HR systems, and project management tools, making communication more streamlined and efficient. Moreover, XComms is highly customizable, allowing businesses to tailor the platform to their specific needs.

The XComms Help Desktop Platform is widely used by businesses of all sizes. Its attention-grabbing pop-ups and tickers rise above everything, ensuring that important messages are delivered to the right people at the right time instantly.

XComms is a complete communication platform that can be integrated with other tools, making communication more efficient and streamlined. If you want to stay ahead of the curve and improve communication within your organization, XComms is the way to go.


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