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You can run reports on most common issues example, you will get this data from system
-Printer issues like toner , paper jam
-Any company specific
Once you have it create templates to reduce no of steps and manual entry include
category to granular level
Create some templates without resolution internal, as you may send out resolution on create You can use knowledge articles.
Expose few templates on self service portal as well for common issues, you can laos ask questions in description field
Thanks Kedar! That's what I thought, but couldn't find any 'official' guidance, so thought it best to make sure I was on the right track. I appreciate the help!