{"id":3171,"date":"2023-03-03T02:51:55","date_gmt":"2023-03-03T02:51:55","guid":{"rendered":"https:\/\/www.hashmicro.com\/blog\/?p=3171"},"modified":"2025-02-14T07:57:40","modified_gmt":"2025-02-14T07:57:40","slug":"5-best-practices-to-prioritizes-customers-for-service-desk-team","status":"publish","type":"post","link":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/","title":{"rendered":"5 Best Practices to Prioritizes Customers for Service Desk Team"},"content":{"rendered":"<p>It includes a tactical approach to resolving user needs and issues as quickly as possible. The IT service desk is self-contained, but it is an essential component of the overall Service Desk operation to improve customer service. The ultimate goal of the Help Desk is to resolve user issues with resources as quickly as possible. The IT service desk department&#8217;s job is more than just serving customers. This team is also tasked with assisting other departments in the company where they belong in a number of companies. As a result, the IT service desk is the busiest part of a company.<\/p>\n<p>If this continues, your customer will start to look elsewhere to buy your product. Don&#8217;t let this happen to you. Here are five tips that you can try.<\/p>\n<p>Also read: <a title=\"5 Skills that Customer Service Must Have\" href=\"https:\/\/www.hashmicro.com\/blog\/5-skills-that-a-pro-customer-service-must-have\/\" rel=\"bookmark\">5 Skills that Customer Service Must Have<\/a><\/p>\n<a href=\"https:\/\/www.hashmicro.com\/free-product-tour\/?medium=free-product-tour\" target=\"_blank\"><img decoding=\"async\" loading=\"lazy\" width=\"712\" src=\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2025\/11\/Free-Product-Tour-resized.webp\" alt=\"Free Demo\"><\/a>\n<p><span data-sheets-root=\"1\" data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}\"><!-- <div id=\"toc_group_article\" style=''>\r\n\t<p style='font-size:25px;font-weight:bold; margin-bottom:0px'>\r\n\t\tTable of Content:\r\n\t<\/p>\r\n\t<ul id=\"list_toc\" class='list_toc'><\/ul>\r\n<\/div> -->\r\n\r\n<!-- <div class=\"dropdown-fixed-top\" id=\"dropdown-fixed-top\">\r\n\t<div class=\"row\">\r\n\t\t<p id=\"pilihDaftarIsi\">Table of Content<\/p>\r\n\t\t<p><i class=\"td-icon-menu-down\"><\/i><\/p>\r\n\t<\/div>\r\n\t\r\n\t<div>\r\n\t\t<ul id=\"list_toc_top\" class='list_toc'><\/ul>\r\n\t<\/div>\r\n<\/div> -->\r\n\r\n<div id=\"placeholder-toc\"><\/div>\r\n<div id=\"toc\">\r\n    <div class=\"header\">\r\n\t<span class=\"toc-title\" id=\"toc-title\">Table of Content<\/span>\t\r\n\t <i class=\"toc-icon\">\r\n        <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"30\" height=\"30\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"#000\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" class=\"header-icon\">\r\n          <path d=\"m6 9 6 6 6-6\" \/>\r\n        <\/svg>\r\n      <\/i>\r\n\t<\/div>\r\n    <div class=\"list\">\r\n      <ul id=\"toc-list\"><\/ul>\r\n    <\/div>\r\n <\/div>\r\n\r\n<style>\r\n\t@media (max-width: 992px) {\r\n\t\t#toc_group_article {\r\n\t\t\tpadding-top: 24px;\r\n\t\t}\r\n\t}\r\n\t\r\n\t#list_toc_float {\r\n\t\tmax-height: calc(100vh - 250px);\r\n\t\toverflow-y: auto;\r\n\t}\r\n\t\r\n\t#list_toc_top {\r\n\t\tdisplay: none;\r\n\t\tbackground: #fff;\r\n\t\tmargin-bottom: 4px;\r\n\t}\r\n\t\r\n\t#list_toc_top li {\r\n\t\tdisplay: block;\r\n\t\tmargin-left: 0;\r\n\t\tlist-style: none;\r\n\t}\r\n\t\r\n\t#list_toc_top a {\r\n\t\tpadding: 5px;\r\n\t\tdisplay: block;\r\n\t}\r\n\t\r\n\t#list_toc_top.show {\r\n\t\tdisplay: block;\r\n\t}\r\n\r\n\t#list_toc_top a {\r\n\t\tcolor: #434343;\r\n\t\tborder-bottom: 1px solid #bbb;\r\n\t}\r\n\t\r\n\t.dropdown-fixed-top {\r\n\t\tposition: fixed;\r\n\t\ttop: 59px;\r\n\t\twidth: 100%;\r\n\t\tz-index: 99;\r\n\t\tborder-bottom: 2px solid #9c171e;\r\n\t\tpadding: 12px;\r\n\t\tbackground: #fff;\r\n\t\twidth: 100%;\r\n\t\tcursor: pointer;\r\n\t\tdisplay: none;\r\n\t\tleft: 0;\r\n\t\tbox-shadow: 0 -2px 7px 6px rgba(0, 0, 0, 0.17);\r\n\t}\r\n\t\r\n\t#dropdown-fixed-top.show {\r\n\t\tanimation: showAnim 0.5s ease;\r\n\t\tdisplay: block;\r\n\t\topacity: 1;\r\n\t}\r\n\t\r\n\t@keyframes showAnim {\r\n\t\tfrom {\r\n\t\t\tdisplay: none;\r\n\t\t\topacity: 0;\r\n\t\t}\r\n\t\tto {\r\n\t\t\tdisplay: block;\r\n\t\t\topacity: 1;\r\n\t\t}\r\n\t}\r\n\t\r\n\t.dropdown-fixed-top #list_toc_top {\r\n\t\tmax-height: calc(50vh - 110px);\r\n\t\toverflow-y: scroll;\r\n\t}\r\n\t\r\n\t.dropdown-fixed-top .row {\r\n\t\tdisplay: flex;\r\n\t\tjustify-content: space-between\r\n\t}\r\n\t\r\n\t.dropdown-fixed-top .row p {\r\n\t\tmargin-bottom: 0;\r\n\t}\r\n\t\r\n\t#pilihDaftarIsi {\r\n\t\tmax-width: 100%;\r\n\t\toverflow: hidden;\r\n\t\twhite-space: nowrap;\r\n\t}\r\n\t\r\n\t@media (min-width: 1018px) {\r\n\t\t.dropdown-fixed-top {\r\n\t\t\tdisplay: none;\r\n\t\t}\r\n\t}\r\n\t\r\n\t#list_toc li {margin-bottom: 0;margin-top: 5px;}\r\n\t#list_toc > li > ul {padding-left: 20px;margin-bottom: 0;}\r\n\t#list_toc{height:max-content;transition:ease-in-out}\r\n\t#list_toc li {margin-bottom: 0;margin-top: 5px;}\r\n\t#list_toc_float li.active > a {color:#b1252d;background: #ffe1e3;}\r\n\t#list_toc_top li.active > a {color:#b1252d;background: #ffe1e3;}\r\n\t#list_toc_float li a {padding:3px 7px}\r\n\t#list_toc_float li a {\r\n\t\tdisplay: block;\r\n\t\tcolor: #000;\r\n\t\tmargin-bottom: 6px;\r\n\t\tpadding-top: 2px;\r\n\t\tpadding-bottom: 2px;\r\n\t\ttransition: all 0.2s ease-in-out;\r\n\t\tfont-size: 15px;\r\n\t\tline-height: 18px;\r\n\t}\r\n\t#list_toc_float li{list-style:none;list-style-position:inside; margin-left:0;}\r\n\t#list_toc_float a:hover{color:#b1252d;}\r\n\t\r\n\t#toc_group_float{\r\n\t\tline-height: 24px;\r\n\t\tmax-height: calc(100vh - 100px);\r\n\t\toverflow: auto;\r\n\t\tz-index: 99;\r\n\t\tdisplay:none!important;\r\n\t\tbackground:#fff;\r\n\t\ttransition:all 0.5s linear\r\n\t}\r\n\t\r\n\t@media (min-width:1019px){\r\n\t\t#toc_group_float {\r\n\t\t\tdisplay:block!important;\r\n\t\t\t}\r\n\t\t\t\t#toc_group_article {\r\n\t\t\tdisplay:none;\r\n\t\t}\r\n\t}\r\n\r\n<\/style>\r\n\r\n<!-- ToC styling  -->\r\n<style>\r\n\t\/* Simple styling for the TOC *\/\r\n\t\r\n\t#toc ul li:last-child {\r\n    padding-bottom: 16px; \/* Adjust the value as needed *\/\r\n}\r\n\r\n.td-fix-index {\r\n\t transform: unset !important;\r\n     -webkit-transform: unset !important; \r\n}\r\n.footer-contact .td-fix-index {\r\n\t transform: translateZ(0) !important;\r\n     -webkit-transform: translateZ(0) !important; \r\n}\r\n\t.tdb_single_content .tdb-block-inner.td-fix-index{\r\n\t\tposition: static;\r\n\t}\r\n\t\r\n\r\n\t\r\n#toc {\r\n  background-color: #FFF;\r\n\tpadding: 17px 24px 0px 24px !important;\r\n  margin-bottom: 20px;\r\n\/*   border: 1px solid #9C171E; *\/\r\n  border-radius: 6px;\r\n\tdisplay: none;\r\n  max-width: 100%;\r\n  transition: .4s ease height;\r\n\tmargin-left: 0;\r\n\toverflow: hidden;\r\n}\r\n\r\n#toc .header{\r\n  display: flex;\r\n  align-items: center;\r\n  justify-content: space-between;\r\n\tbackground-color: transparent;\r\n}\r\n\t\r\n\t#toc.sticky .header{\r\n\t\tpadding: 4px 0;\r\n\t}\r\n\t\r\n.header p{\r\n  font-size: 18px !important;\r\n  font-weight: 600 !important;\r\n  color: #393939;\r\n   margin-bottom: 0;\r\n  \/* margin-top: 20px; *\/\r\n}\r\n\r\n.toc-icon{\r\n  float: right;\r\n\/*   visibility: hidden; *\/\r\n}\r\n\r\n\t.toc-title{\r\n\t\tmargin-right: auto;\r\n\/* \t\tpadding-left: 20px; *\/\r\n\t\tfont-weight: 600;\r\n\t\talign-self: center;\t}\t\r\n\r\n#toc ul {\r\n  list-style-type: none;\r\n  padding-left: 0;\r\n}\r\n\t\r\n#toc.sticky ul{\r\n\toverflow-y: auto;\r\n\tmax-height: 250px;\r\n\tmargin-top: 0px;\r\n\tpadding-top: 20px;\r\n\/* \tborder-top: 1px solid #d3d3d3; *\/\r\n}\r\n\t\r\n#toc ul li {\r\n\/*   margin-bottom: 10px; *\/\r\n  margin-bottom: 10px;\r\n\tmargin-left: 0;\r\n\ttransition: .2s ease;\r\n\tcursor: pointer;\r\n}\r\n\t\r\n\t#toc.sticky ul li {\r\n\t  margin-right: 10px;\r\n\t}\r\n\t\r\n.td-post-content #toc-list li a:hover, .td-post-content #toc-list a.active{\r\n\tbackground-color: #FFF;\r\n\/* \tpadding: 8px 16px 8px 16px; *\/\r\n\tpadding: 4px 16px 4px 16px;\r\n\tborder-radius: 6px;\r\n\tcolor: #9c171e !important;\r\n\tfont-weight: 600 !important;\r\n}\r\n\t\r\n\t.td-post-content #toc-list li:hover a, .td-post-content #toc-list a.active{\r\n\t\tcolor: #9C171E !important;\r\n\t\tfont-weight: 600 !important;\r\n\t}\r\n\t\r\n.td-post-content #toc-list a.active{\r\n\tfont-weight: bold !important;\r\n\tcolor: #9C171E !important;\r\n}\r\n\t\r\n#toc a, .td-post-content #toc-list a {\r\n  text-decoration: none;\r\n  color: #ea1717 !important;\r\n  transition: .2s ease;\r\n\tfont-weight: 400 !important;\r\n\tdisplay: block;\r\n\t\r\n\tpadding: 4px 16px 4px 0;\r\n}\r\n\r\n#toc.sticky {\r\n  position: fixed;\r\n\/*   top: 73px; *\/\r\n\tbottom: 0;\r\n  z-index: 100; \r\n  box-shadow: 0 2px 5px rgba(0,0,0,0.1); \r\n\twidth: 100%; \r\n\tbackground-color: #FFF;\r\n\/* \tbackground-color: #FFF1F1; *\/\r\n\tborder-bottom: 1px solid #ea1717;\r\n\/*   border: 1px solid #393939; *\/\r\n  box-shadow: 0px 0px 14px 0px #00000040;\r\n  cursor: pointer;\r\n\tanimation: fadein .3s ease;\r\n\tpadding: 12px 16px !important;\r\n}\r\n\t\r\n\t.fadein{\r\n\t\tanimation: fadein .3s ease;\r\n\t}\r\n\t\r\n\t.fadeout{\r\n\t\tanimation: fadeout .3s ease;\r\n\t}\r\n\t\r\n\t\r\n\t@keyframes fadein{\r\n\t\t0% {\r\n\t\t\topacity: 0;\r\n\t\t}\r\n\t\t100%{\r\n\t\t\topacity: 1;\r\n\t\t}\r\n\t}\r\n\t\r\n\t@keyframes fadeout{\r\n\t\t0% {\r\n\t\t\topacity: 1;\r\n\t\t}\r\n\t\t100%{\r\n\t\t\topacity: 0;\r\n\t\t}\r\n\t}\r\n\r\n\t\r\n#toc.sticky .header p{\r\n\tmargin-bottom: 10px;\r\n\tmargin-top: 10px;\r\n}\r\n\r\n#toc.sticky .toc-icon{\r\n  visibility: visible;\r\n\/* \ttransition: 0.4s ease; *\/\r\n}\r\n\t\r\n\t.toc-icon{\r\n\t\talign-items: center;\r\n    \tdisplay: flex;\r\n\t}\r\n\t\r\n\tsvg.header-icon{\r\n\/* \t\tbackground-color: #9c171e; *\/\r\n\t\tbackground-color: #FFF;\r\n\t\tborder-radius: 30px;\r\n\t\tpadding: 5px;\r\n\t}\r\n\r\n#toc.sticky .list{\r\n\/*   max-height: 0; *\/\r\n  transition: height 0.4s ease;\r\n}\r\n\t\r\n\t#toc .list{\r\n\/*   max-height: 0; *\/\r\n  transition: height 0.4s ease;\r\n}\r\n\r\n#toc .header.active .toc-icon{\r\n\ttransform: rotate(0deg); \r\n\topacity: 1;\r\n}\r\n\r\n\t#toc .header.active + .list {\r\n\t  max-height: 200px; \/* Adjust this value as needed *\/\r\n\t  opacity: 1;\r\n\t}\r\n\t\r\n\t#placeholder-toc{\r\n\/* \t\tdisplay: none; *\/\r\n\t}\r\n\t\r\n\t@media (min-width: 768px) and (max-width: 991px){\r\n\t\t#toc.sticky{\r\n\/* \t\t\ttop: 104px; *\/\r\n\t\t\tbottom: 0px;\r\n\t\t}\r\n\t\t\r\n\t\t#toc{\r\n\t\t\twidth: unset !important;\r\n\t\t}\r\n\t}\r\n\t\r\n\t@media (max-width: 767px){\r\n\t\t#toc{\r\n\t\t\twidth: 100% !important;\r\n\t\t\tdisplay: inline-block;\r\n\t\t}\r\n\t\t\r\n\t\t#toc.sticky{\r\n\t\t\twidth: 90% !important;\r\n\/* \t\t\ttop: 81px; *\/\r\n\t\t\tbottom: 60px;\r\n\t\t\tmargin-left: auto;\r\n\t\t\tmargin-right: auto;\r\n\t\t\tpadding: 0 16px;\r\n\t\t\tright: 5%;\r\n\t\t}\r\n\t}\r\n\t\r\n\t<\/style>\r\n\r\n<!-- ToC List for mobile -->\r\n<script>\r\n \/\/ Generate TOC based on headings\r\ndocument.addEventListener(\"DOMContentLoaded\", function() {\r\n  \/\/ Get the element that will contain the TOC\r\n  const tocList = document.getElementById('toc-list');\r\n\r\n  \/\/ Get the element with the ID 'article-left'\r\n  const article = document.querySelector('.td-post-content');\r\n\r\n  \/\/ Find all h2 elements within 'myarticle'\r\n  const headers = article.getElementsByTagName('h2');\r\n\r\n  \/\/ Loop through the h2 elements and create a list item for each one\r\n  for (let i = 0; i < headers.length; i++) {\r\n    const header = headers[i];\r\n    const headerText = header.textContent;\r\n\/\/     const headerId = 'header-' + i;\r\n    const headerId = headerText\r\n    .toLowerCase()\r\n    .trim()\r\n    .replace(\/[^\\w\\s-]\/g, '')  \/\/ hapus tanda baca\r\n    .replace(\/\\s+\/g, '-'); \/\/ ganti spasi jadi \"-\"\r\n\r\n    \/\/ Set an ID for the header if it doesn't have one\r\n    header.setAttribute('id', headerId);\r\n\r\n    \/\/ Create a list item for the TOC\r\n    const listItem = document.createElement('li');\r\n\r\n    \/\/ Create a link for the list item\r\n    const link = document.createElement('a');\r\n    link.setAttribute('href', '#' + headerId);\r\n    link.textContent = headerText;\r\n\r\n    \/\/ Append the link to the list item\r\n    listItem.appendChild(link);\r\n\r\n    \/\/ Append the list item to the TOC list\r\n    tocList.appendChild(listItem);\r\n  }\r\n});\r\n\r\n\/\/ Keep height and placement of content using placeholder in place of TOC\r\ndocument.addEventListener(\"DOMContentLoaded\", function() {\r\n  const toc = document.querySelector('#toc');\r\n  const placeholderToc = document.querySelector('#placeholder-toc');\r\n\r\n  function setPlaceholderHeight() {\r\n    placeholderToc.style.height = `${toc.offsetHeight}px`;\r\n  }\r\n\r\n  \/\/ Set the initial height of the placeholder\r\n  setPlaceholderHeight();\r\n\r\n  \/\/ Update the height on window resize\r\n  window.addEventListener('resize', setPlaceholderHeight);\r\n});\r\n  const tocTitle = document.querySelector('#toc-title'); \/\/ Assuming header-faq is the element for TOC title\r\n\r\n\/\/ Sticky TOC and update heading\r\ndocument.addEventListener(\"DOMContentLoaded\", function() {\r\n  const toc = document.querySelector('#toc');\r\n  const footer = document.querySelector('.td-footer-template-wrap');\r\n  const tocParent = toc.parentElement;\r\n  const divTop = tocParent.getBoundingClientRect().top + window.pageYOffset;\r\n  const tocHeight = toc.offsetHeight;\r\n  const triggerPoint = divTop + tocHeight + 700;\r\n  const footerHeight = footer.offsetHeight;\r\n  const triggerFooterPoint = footer.getBoundingClientRect().top + window.pageYOffset - footerHeight - footerHeight - footerHeight;\r\n  const phtoc = document.querySelector('#placeholder-toc');\r\n  const headers = document.querySelectorAll('.td-post-content h2');\r\n  const navLinks = document.querySelectorAll('#toc-list a');\r\n\t\r\n\tconst panel2 = document.querySelector(\"#toc .list\");\r\n\tvar icon = document.querySelector(\".toc-icon\");\r\n\r\n  let activeLink = null; \/\/ Declare activeLink outside the loop\r\n\t\r\n  \/\/ Function to handle scroll and add\/remove .sticky class\r\n  function handleScroll() {\r\n    const windowTop = window.pageYOffset || document.documentElement.scrollTop;\r\n    let currentHeader = '';\r\n\r\n    \/\/ Highlight user progress as the heading comes\r\n    headers.forEach(header => {\r\n\t\tconst headerTop = header.offsetTop;\r\n\t\tconst headerHeight = header.clientHeight;\r\n\t\tif (window.scrollY >= (headerTop - headerHeight + 700)) {\r\n\t\t\tconst currentHeaderId = header.getAttribute('id');\r\n\t\t\tconst currentHeaderText = document.getElementById(currentHeaderId).textContent;\r\n\/\/ \t\t\tconsole.log(\"current header text:\", currentHeaderText);\r\n\t\t\ttocTitle.textContent = currentHeaderText;\r\n\t\t\tcurrentHeader = currentHeaderId;\r\n\t\t\t\r\n\t\t\tif(window.innerWidth < 767){\r\n\t\t\t\ttocTitle.textContent = 'Table of Content';\r\n\t\t\t}\r\n\t\t}\r\n\t});\r\n\r\n    navLinks.forEach(link => {\r\n      link.classList.remove('active');\r\n      if(currentHeader != '') {\r\n\t\t  if (link.getAttribute('href').includes(currentHeader)) {\r\n\t\t\t  link.classList.add('active');\r\n\t\t  }\r\n\t  }\r\n    });\r\n\/\/     if (windowTop < triggerFooterPoint) {\r\n\/\/         toc.style.display = 'block';\r\n\/\/ \t}else{\r\n\/\/         toc.style.display = 'none';\r\n\/\/ \t}\r\n    \/\/ Update TOC title if sticky\r\n    if (windowTop > triggerPoint) {\r\n      if (!toc.classList.contains('sticky')) {\r\n        phtoc.style.display = \"block\";\r\n        toc.classList.add('sticky');\r\n        toc.style.width = `${tocParent.offsetWidth}px`; \/\/ Set width to match the parent element\r\n        toc.setAttribute('style', 'width: ' + tocParent.offsetWidth + 'px !important;');\r\n        toc.style.backgroundColor = \"#FFF\";\r\n\t\tpanel2.style.height = '0px';\r\n\t\t  icon.style.transform = \"rotate(180deg)\";\r\n\t\t  if(window.innerWidth < 767){\r\n\/\/ \t\t\t  const tocs = document.querySelector('#toc.sticky');\r\n\t\t\t  tocTitle.textContent = 'Table of Content'; \/\/ Reset title\r\n       \t\t  toc.style.width = '150px'; \/\/ Set width to match the parent element\r\n\t\t  }\r\n      }\r\n      if (currentHeader) {\r\n\/\/         console.log(\"activeLink:\", activeLink);\r\n        if (activeLink) {\r\n\/\/           tocTitle.textContent = activeLink.textContent; \/\/ Update TOC title\r\n          tocTitle.textContent = activeLink ? activeLink.textContent : \"\"; \/\/ Update title only if activeLink exists\r\n        }\r\n      }\r\n    } else {\r\n      toc.classList.remove('sticky');\r\n      phtoc.style.display = \"none\";\r\n      toc.style.width = 'unset'; \/\/ Reset to original width\r\n      toc.style.backgroundColor = \"#FFF\";\r\n      tocTitle.textContent = 'Table of Content'; \/\/ Reset title\r\n\t\tpanel2.style.height = panel2.scrollHeight + \"px\";\r\n\t\ticon.style.transform = \"rotate(180deg)\";\r\n    }\r\n  }\r\n\r\n    \/\/ Attach the scroll event listener to the window\r\n    window.addEventListener('scroll', handleScroll);\r\n\r\n    \/\/ Initial call to handleScroll to set the correct state on load\r\n    handleScroll();\r\n});\r\n\t\r\n\t\/\/ Open toggle TOC\r\n\t  document.addEventListener(\"DOMContentLoaded\", function() {\r\n\t\tvar tocHeader = document.querySelector(\"#toc .header\");\r\n\t\tvar toc = document.querySelector(\"#toc\");\r\n\t\tvar icon = document.querySelector(\".toc-icon\");\r\n\t\tconst tocTitle = document.querySelector('#toc-title');\r\n\t\tconst tocs = document.querySelector('#toc.sticky');\r\n \t\tconst tocParent = toc.parentElement;\t\t  \r\n\r\n\t\t  tocHeader.addEventListener(\"click\", function() {\r\n\t\t\tvar panel = this.nextElementSibling;\r\n\t\t\tif (panel.style.height !== '0px') { \/\/ Check if height is not 0px\r\n\t\t\t  panel.style.height = '0px'; \/\/ Set height to 0 for full collapse\r\n\t\t\t  icon.style.transform = \"rotate(180deg)\";\r\n\/\/ \t\t\t\ttoc.style.paddingBottom = '6px'; \r\n\t\t\t\tif(window.innerWidth > 768){\r\n\t\t\t\t\tif(!toc.classList.contains('sticky')){\r\n\t\t\t\t\t\ttoc.style.width = \"unset\";\r\n\/\/ \t\t\t\t\t\ttoc.setAttribute('style', 'width: ' + tocParent.offsetWidth + 'px !important;');\r\n\t\t\t\t\t}\r\n\t\t\t\t\tif (toc.classList.contains('sticky')){\r\n\t\t\t\t\t\ttoc.style.width = '${tocParent.offsetWidth}px';\r\n\t\t\t\t\t\ttoc.setAttribute('style', 'width: ' + tocParent.offsetWidth + 'px !important;');\r\n\t\t\t\t\t}\r\n\t\t\t\t}\r\n\t\t\t\tif(window.innerWidth < 767){\r\n\t\t\t\t\ttoc.style.width = \"unset\"; \/\/ Reset width\r\n\t\t\t\t}\r\n\t\t\t\ttoc.style.backgroundColor = \"#FFF1F1\";\r\n\t\t\t} else {\r\n\t\t\t  panel.style.height = panel.scrollHeight + \"px\";\r\n\t\t\t  icon.style.transform = \"rotate(0deg)\";\r\n\t\t\t  toc.style.backgroundColor = \"#FFF\";\r\n\t\t\t  tocTitle.textContent = 'Table of Content'; \/\/ Reset title\r\n\t\t\t\ttoc.style.paddingBottom = '24px';\r\n\t\t\t \tif(window.innerWidth < 767){\r\n\t\t\t\t\ttoc.style.width = `${tocParent.offsetWidth}px`; \/\/ Set width to match the parent element\r\n\t\t\t\t\ttoc.setAttribute('style', 'width: ' + tocParent.offsetWidth + 'px !important;');\r\n\t\t\t\t}\r\n\t\t\t}\r\n\t\t  });\r\n\r\n\t\t  \/\/ Close TOC when a link inside it is clicked\r\n\t\t  var tocLinks = document.querySelectorAll(\"#toc .list a\");\r\n\t\t  tocLinks.forEach(function(link) {\r\n\t\t\tlink.addEventListener(\"click\", function() {\r\n\t\t\t  var panel = document.querySelector(\"#toc .list\");\r\n\t\t\t  panel.style.height = '0px'; \/\/ Set height to 0 for full collapse\r\n\t\t\t  icon.style.transform = \"rotate(180deg)\";\r\n\t\t\t  toc.style.backgroundColor = \"#FFF\";\r\n\t\t\t});\r\n\t\t  });\r\n\t\t});\r\n\r\n\r\n\r\n\t\r\n\/\/ \tmake the heading at the center of the viewport\r\n\/\/ \tdocument.addEventListener('DOMContentLoaded', function() {\r\n\/\/     \/\/ Add click event listener to all links in the TOC list\r\n\/\/     document.querySelectorAll('#toc-list a').forEach(anchor => {\r\n\/\/         anchor.addEventListener('click', function (e) {\r\n\/\/             e.preventDefault(); \/\/ Prevent the default behavior of jumping to the anchor\r\n\/\/ \/\/ \t\t\tconsole.log(\"prevent default\");\r\n\/\/             const targetId = this.getAttribute('href').substring(1); \/\/ Get the ID of the target element\r\n\/\/             const targetElement = document.getElementById(targetId); \/\/ Get the target element\r\n\r\n\/\/             if (targetElement) {\r\n\/\/                 const headerHeight = document.querySelector('#toc .header').offsetHeight; \/\/ Get the height of the fixed header\r\n\/\/                 const windowHeight = window.innerHeight; \/\/ Get the height of the viewport\r\n\/\/                 const targetOffset = targetElement.offsetTop; \/\/ Get the top offset of the target element\r\n\/\/                 const scrollTo = targetOffset + (windowHeight \/ 2) + (headerHeight); \/\/ Calculate the scroll position to center the target element\r\n\r\n\/\/                 \/\/ Scroll to the calculated position smoothly\r\n\/\/                 window.scrollTo({\r\n\/\/                     top: scrollTo,\r\n\/\/                     behavior: 'smooth'\r\n\/\/                 });\r\n\/\/             }\r\n\/\/         });\r\n\/\/     });\r\n\/\/ });\r\n<\/script>\r\n\r\n<!-- START script lama -->\r\n<!-- <script>\r\n\/\/ \tvar pilihDaftarIsi = document.getElementById('pilihDaftarIsi');\r\n\t\r\n\/\/ \tdocument.addEventListener('DOMContentLoaded', function() {\r\n\/\/ \t\tvar dropdownFixedTop = document.querySelector('.dropdown-fixed-top');\r\n\r\n\/\/ \t\tdropdownFixedTop.addEventListener('click', function() {\r\n\/\/ \t\t\tvar dropdownContent = this.querySelector('.list_toc');\r\n\/\/ \t\t\tdropdownContent.classList.toggle('show');\r\n\/\/ \t\t});\r\n\r\n\/\/ \t\twindow.addEventListener('click', function(event) {\r\n\/\/ \t\t\tvar listTocTop = document.getElementById('list_toc_top');\r\n\r\n\/\/ \t\t\tif (!dropdownFixedTop.contains(event.target)) {\r\n\/\/ \t\t\t\tlistTocTop.classList.remove('show');\r\n\/\/ \t\t\t}\r\n\/\/ \t\t});\r\n\/\/ \t});\r\n\t\r\n\/\/ \tvar daftarIsiContainer = document.getElementById('toc_group_article');\r\n\/\/ \tvar dropdownFixedTop = document.getElementById('dropdown-fixed-top');\r\n\/\/     var triggered = false; \/\/ Flag to keep track of whether the function has been triggered\r\n\r\n\/\/     window.addEventListener('scroll', function() {\r\n\/\/         if (!triggered && isCompletelyScrolledPast(daftarIsiContainer)) {\r\n\/\/             showSectionDropdownFixedTop(false);\r\n\/\/             triggered = true;\r\n\/\/         } else if (triggered && !isCompletelyScrolledPast(daftarIsiContainer)) {\r\n\/\/             showSectionDropdownFixedTop(true);\r\n\/\/             triggered = false;\r\n\/\/         }\r\n\/\/     });\r\n\r\n\/\/     function isCompletelyScrolledPast(element) {\r\n\/\/         var elementTop = element.getBoundingClientRect().top;\r\n\/\/         var elementBottom = element.getBoundingClientRect().bottom;\r\n\/\/         return elementTop < 0 && elementBottom < 0;\r\n\/\/     }\r\n\r\n\/\/     function showSectionDropdownFixedTop(show) {\r\n\/\/ \t\tif (show) {\r\n\/\/ \t\t\tdropdownFixedTop.classList.remove(\"show\");\r\n\/\/ \t\t} else {\r\n\/\/ \t\t\tdropdownFixedTop.classList.add(\"show\");\r\n\/\/ \t\t}\r\n\/\/     }\r\n<\/script> -->\r\n<!-- <script>\r\n    \/\/ Scrollspy function to highlight the active TOC item based on the scroll position\r\n  function scrollSpy(tocClass) {\r\n    const scrollPosition = window.scrollY;\r\n\r\n    \/\/ Find the active h2 and h3 headings based on their position in the corresponding TOC\r\n    let activeH2 = null;\r\n    let activeH3 = null;\r\n\r\n    const tocItems = document.querySelectorAll(`.${tocClass} li`);\r\n    tocItems.forEach(item => {\r\n      const a = item.querySelector('a');\r\n      if (!a) return;\r\n      const href = a.getAttribute('href');\r\n      const targetId = href.substring(1); \/\/ Remove the '#' from the href to get the target ID\r\n      const targetElement = document.getElementById(targetId);\r\n      if (!targetElement) return;\r\n\r\n      const targetTop = targetElement.getBoundingClientRect().top + scrollPosition;\r\n      const nextItem = item.nextElementSibling;\r\n      const nextTop = nextItem ? nextItem.getBoundingClientRect().top + scrollPosition : Infinity;\r\n\r\n      if (targetTop <= scrollPosition + 150) {\r\n        if (a.parentElement.parentElement === tocItems) {\r\n          \/\/ The h2 heading is at the root level of the TOC\r\n          activeH2 = { id: targetId, level: 'h2' };\r\n        } else {\r\n          \/\/ The h3 heading is nested under an h2 heading\r\n          const parentH2 = a.parentElement.parentElement.previousElementSibling;\r\n          if (parentH2) {\r\n            const h2Link = parentH2.querySelector('a');\r\n            if (h2Link) {\r\n              const h2Href = h2Link.getAttribute('href');\r\n              const h2Id = h2Href.substring(1);\r\n              activeH2 = { id: h2Id, level: 'h2' };\r\n            }\r\n          }\r\n          activeH3 = { id: targetId, level: 'h3' };\r\n        }\r\n      }\r\n\r\n      if (targetTop > scrollPosition + 150 && nextTop > scrollPosition + 150 && !activeH3) {\r\n        \/\/ Reset the activeH2 when there are no more active h3 headings\r\n        activeH2 = null;\r\n      }\r\n    });\r\n\r\n    \/\/ Update the active state for the TOC items\r\n    tocItems.forEach(item => {\r\n      item.classList.remove('active');\r\n      const a = item.querySelector('a');\r\n      if (a) {\r\n        const href = a.getAttribute('href');\r\n        const targetId = href.substring(1);\r\n        if ((activeH2 && activeH2.id === targetId) || (activeH3 && activeH3.id === targetId)) {\r\n          item.classList.add('active');\r\n\t\t  pilihDaftarIsi.innerHTML = a.textContent;\r\n        }\r\n      }\r\n    });\r\n  }\r\n\r\n  \/\/ Call scrollSpy for each TOC on window scroll\r\n  const tocClasses = ['list_toc', 'list_toc_float', 'list_toc_top']; \/\/ Add other TOC class names here if you have more than two instances\r\n  tocClasses.forEach(tocClass => {\r\n    window.addEventListener('scroll', () => scrollSpy(tocClass));\r\n  });\r\n<\/script> -->\r\n<!-- END script lama -->\r\n\t\r\n<script>\r\n    \/\/ Scrollspy function to highlight the active TOC item based on the scroll position\r\n  function scrollSpy(tocClass) {\r\n    const scrollPosition = window.scrollY;\r\n\r\n    \/\/ Find the active h2 and h3 headings based on their position in the corresponding TOC\r\n    let activeH2 = null;\r\n    let activeH3 = null;\r\n\r\n    const tocItems = document.querySelectorAll(`.${tocClass} li`);\r\n    tocItems.forEach(item => {\r\n      const a = item.querySelector('a');\r\n      if (!a) return;\r\n      const href = a.getAttribute('href');\r\n      const targetId = href.substring(1); \/\/ Remove the '#' from the href to get the target ID\r\n      const targetElement = document.getElementById(targetId);\r\n      if (!targetElement) return;\r\n\r\n      const targetTop = targetElement.getBoundingClientRect().top + scrollPosition;\r\n      const nextItem = item.nextElementSibling;\r\n      const nextTop = nextItem ? nextItem.getBoundingClientRect().top + scrollPosition : Infinity;\r\n\r\n      if (targetTop <= scrollPosition + 150) {\r\n        if (a.parentElement.parentElement === tocItems) {\r\n          \/\/ The h2 heading is at the root level of the TOC\r\n          activeH2 = { id: targetId, level: 'h2' };\r\n        } else {\r\n          \/\/ The h3 heading is nested under an h2 heading\r\n          const parentH2 = a.parentElement.parentElement.previousElementSibling;\r\n          if (parentH2) {\r\n            const h2Link = parentH2.querySelector('a');\r\n            if (h2Link) {\r\n              const h2Href = h2Link.getAttribute('href');\r\n              const h2Id = h2Href.substring(1);\r\n              activeH2 = { id: h2Id, level: 'h2' };\r\n            }\r\n          }\r\n          activeH3 = { id: targetId, level: 'h3' };\r\n        }\r\n      }\r\n\r\n      if (targetTop > scrollPosition + 150 && nextTop > scrollPosition + 150 && !activeH3) {\r\n        \/\/ Reset the activeH2 when there are no more active h3 headings\r\n        activeH2 = null;\r\n      }\r\n    });\r\n\r\n    \/\/ Update the active state for the TOC items\r\n    tocItems.forEach(item => {\r\n      item.classList.remove('active');\r\n      const a = item.querySelector('a');\r\n      if (a) {\r\n        const href = a.getAttribute('href');\r\n        const targetId = href.substring(1);\r\n        if ((activeH2 && activeH2.id === targetId) || (activeH3 && activeH3.id === targetId)) {\r\n          item.classList.add('active');\r\n        }\r\n      }\r\n    });\r\n  }\r\n\r\n  \/\/ Call scrollSpy for each TOC on window scroll\r\n  const tocClasses = ['list_toc', 'list_toc_float']; \/\/ Add other TOC class names here if you have more than two instances\r\n  tocClasses.forEach(tocClass => {\r\n    window.addEventListener('scroll', () => scrollSpy(tocClass));\r\n  });\r\n<\/script>\r\n\t\r\n\r\n<!-- ToC List for desktop side bar, diganti jadi inject by php, di code snippet \"Sidebar Accordion\" -->\r\n<!--  <script>\r\n\tdocument.addEventListener(\"DOMContentLoaded\", function() {\r\nToC List for desktop side bar, diganti jadi inject by php, di code snippet \"Sidebar Accordion\"\r\n        Fungsi untuk mengubah teks menjadi format id\r\n        function formatId(text) {\r\n            return text.trim().replace(\/[^\\w\\d]+\/g, '_');\r\n        }\r\n\r\n        \/\/ Fungsi untuk membuat nested list\r\n        function createNestedList(parentNode, children) {\r\n            if (children.length === 0) return;\r\n\r\n            const nestedUl = document.createElement('ul');\r\n            children.forEach(child => {\r\n                const nestedLi = document.createElement('li');\r\n                const nestedA = document.createElement('a');\r\n                nestedA.textContent = child.title;\r\n                nestedA.href = `#${child.id}`;\r\n                nestedLi.appendChild(nestedA);\r\n                nestedUl.appendChild(nestedLi);\r\n\r\n                if (child.children.length > 0) {\r\n                    createNestedList(nestedLi, child.children);\r\n                }\r\n            });\r\n\r\n            parentNode.appendChild(nestedUl);\r\n        }\r\n\r\n        \/\/ Membuat objek untuk menyimpan daftar h2 dan h3 beserta judulnya\r\n        const headings = [];\r\n\r\n           \/\/ Mengambil semua elemen h2 dan h3\r\n        const elements = document.querySelectorAll('.td-post-content h2');\r\n\t\t\t\/\/, .td-post-content h3\r\n\r\n        elements.forEach(element => {\r\n            if (element.tagName === 'H2') {\r\n                const id = formatId(element.textContent);\r\n                element.id = id;\r\n\t\t\t\tif (element.textContent.toLowerCase() === \"key takeaways\") {return;} \/\/ Kalau Key Takeaways, jangan dimasukin\r\n                headings.push({ level: 'h2', id: id, title: element.textContent, children: [] });\r\n            } else if (element.tagName === 'H3') {\r\n                const id = formatId(element.textContent);\r\n                element.id = id;\r\n                if (headings.length > 0) {\r\n                    headings[headings.length - 1].children.push({ level: 'h3', id: id, title: element.textContent, children: [] });\r\n                }\r\n            }\r\n        });\r\n\r\n        \/\/ Membuat list HTML dari objek headings\r\n        const ul = document.getElementById('list_toc');\r\n        let currentUl = ul;\r\n        headings.forEach(heading => {\r\n            const li = document.createElement('li');\r\n            const a = document.createElement('a');\r\n            a.textContent = heading.title;\r\n            a.href = `#${heading.id}`;\r\n            li.appendChild(a);\r\n\r\n            if (heading.level === 'h2') {\r\n                \/\/ Menyimpan ul saat ini untuk menambahkan nested ul\r\n                currentUl = li;\r\n                ul.appendChild(li);\r\n            } else if (heading.level === 'h3') {\r\n                if (!currentUl.lastElementChild || currentUl.lastElementChild.tagName !== 'UL') {\r\n                    \/\/ Jika belum ada nested ul, buat satu\r\n                    const nestedUl = document.createElement('ul');\r\n                    currentUl.appendChild(nestedUl);\r\n                    currentUl = nestedUl;\r\n                }\r\n                currentUl.appendChild(li);\r\n            }\r\n\r\n            createNestedList(li, heading.children);\r\n        });\r\n\t\tDapatkan elemen ul dengan id 'list_toc_float'\r\nconst ulFloat = document.getElementById('list_toc');\r\nconst ulJourney = document.getElementById('list_journey');\r\n\r\nDapatkan isi (child elements) dari ul dengan id 'list_toc_float'\r\n\tif (ulFloat !== null) {\r\n\t\tconst clonedChildren = ulFloat.cloneNode(true).children;\r\n\t\tconst ulToc = document.getElementById('list_toc_float');\r\n\t\tconst ulTocTop = document.getElementById('list_toc_top');\r\n\t\tif ((ulToc !== null || ulToc !== undefined) && window.innerWidth > 1018){\r\n\t\t\tulToc.append(...clonedChildren);\r\n\t\t} else {\r\n\t\t\tulTocTop.append(...clonedChildren);\r\n\t\t}\r\n\t} \r\n\r\n\tif (ulJourney !== null) {\r\n\t\tconst clonedChildrenJourney = ulJourney.cloneNode(true).children;\r\n\t\tconst ulTocJourney = document.getElementById('list_toc_journey');\r\n\t\tulTocJourney.append(...clonedChildrenJourney);\r\n\t} \r\n\t\r\n        Fungsi untuk mengambil tinggi navbar\r\n        function getNavbarHeight() {\r\n            const navbar = document.getElementById('tdi_34');\r\n            return navbar ? navbar.offsetHeight : 0;\r\n        }\r\n\r\n        \/\/ Fungsi untuk menambahkan offset posisi scroll\r\n        function scrollToElementWithOffset(elementId) {\r\n            const element = document.getElementById(elementId);\r\n            if (element) {\r\n                const offset = getNavbarHeight();\r\n                const elementPosition = element.getBoundingClientRect().top;\r\n                const offsetPosition = elementPosition - offset-40;\r\n\r\n                window.scrollBy({\r\n                    top: offsetPosition,\r\n                    behavior: 'smooth'\r\n                });\r\n            }\r\n        }\r\n\r\n        \/\/ Fungsi untuk menangani klik pada tautan judul\r\n        function handleTitleClick(event) {\r\n            event.preventDefault();\r\n            const href = event.target.getAttribute('href').substr(1);\r\n            scrollToElementWithOffset(href);\r\n        }\r\n\r\n        \/\/ Tambahkan event listener untuk semua tautan judul\r\n        const titleLinks = document.querySelectorAll('a[href^=\"#\"]');\r\n        titleLinks.forEach(link => {\r\n            link.addEventListener('click', handleTitleClick);\r\n        });\r\n\t});\r\n    <\/script> -->\r\n<\/span><\/p>\n<div id=\"toc_container\">\n<h2 id=\"listen\">Listen to your customer<\/h2>\n<p>Listening to the customer&#8217;s complaints is the main job of a service desk department, but they also have to listen to what your customer doesn&#8217;t say about you. You can ask your customer to fill out a survey about your service. There&#8217;s also an option to ask your customers to give a rating about the service rendered.<\/p>\n<p>Don&#8217;t ever think your customers don&#8217;t know a thing about IT since they&#8217;re not experts in it. Sometimes, an opinion from a fresh pair of eyes can identify a problem you overlooked before.<\/p>\n<h2 id=\"Enhance the communication between service desk team\">Enhance the communication between the service desk team<\/h2>\n<p>More often than not, a problem arises when there&#8217;s a miscommunication between the service desk team and customers. Try to review whether your team&#8217;s communication is proper or not. Try to fix it if it&#8217;s below your standard.<\/p>\n<p>There are some things that you can do to enhance your team&#8217;s communication with customers. Here are some of them:<\/p>\n<ul>\n<li>Don&#8217;t forget to inform your customers about impending maintenance. This allows your customers to make some preparations in advance.<\/li>\n<li>Provide updates for your customers, but give them an open ticket so you can hear their input about the updates.<\/li>\n<li>When the IT team made some achievements, make all of your staff know about it. The IT department is not all about doom and gloom.<\/li>\n<li>Smooth communication is important when a problem arises. Maintain good communication with the customers and other departments until the problem is solved.<\/li>\n<\/ul>\n<h2 id=\"Be consistent\">Be consistent<\/h2>\n<p>It&#8217;s a common thing to find a service desk team with one of the staff to outshine the others. This staff often handles the more complex problems while the others work on the basics.<\/p>\n<p>The best <a href=\"https:\/\/www.hashmicro.com\/human-resource-management\" target=\"_blank\" rel=\"noopener\">HRM system<\/a> for enterprises from HashMicro may be used to manage leave of absence, attendance record, and quit your staff. Can you imagine what will happen when that staff is absent of sickness, or even leave your company? The rest of the team will surely get overwhelmed by the more complex problem since they don&#8217;t know how to properly handle it.<\/p>\n<p>To avoid such a thing, you can try these tips:<\/p>\n<ul>\n<li>Use a knowledge base software or learning management system to document the information regarding the problem handling so the other staff can learn from it.<\/li>\n<li>Create a structured training system for newer staff members.<\/li>\n<li>Do a team huddle as often as possible to discuss a more complex problem.<\/li>\n<li>Encourage the team to share their knowledge<\/li>\n<\/ul>\n<p><span data-sheets-root=\"1\" data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}\"><style>\r\n.cta-in-article-image .desktop-banner{\r\n    display: none;\r\n    text-align: center;\r\n}\r\n.cta-in-article-image .desktop-mobile{\r\n    display: block;\r\n    text-align: center;\r\n    width: 100%;\r\n}\r\n@media (min-width: 650px) {\r\n    .cta-in-article-image .desktop-banner {\r\n        display: block!important;\r\n    }\r\n}\r\n@media (min-width: 650px) {\r\n   .cta-in-article-image .desktop-mobile {\r\n        display: none!important;\r\n    }\r\n}\r\n<\/style>\r\n<div class=\"cta-in-article-image\">\r\n\t<a href=\"https:\/\/www.hashmicro.com\/grants?utm_source=blog&medium=banner-article\" target=\"_blank\" rel=\"noopener\">\r\n\t\t<div id=\"desktop-banner-container\">\r\n\t\t\t<div class=\"desktop-banner\">\r\n<!-- \tnew CTC Grants Banner\t\t -->\r\n\t\t\t\t<img decoding=\"async\" width='696' height='189' src=\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2025\/07\/CTC-Grants-scaled.webp\" alt=\"download skema harga software erp\">\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t\t<div id=\"mobile-banner-container\">\r\n\t\t\t<div class=\"desktop-mobile\">\r\n\t\t\t\t<img decoding=\"async\" width='450' height='497' src=\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2023\/11\/EDG-Banner-Mobile.png.webp\" alt=\"download skema harga software erp\">\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t<\/a>\r\n<\/div>\r\n\r\n\r\n<\/span><\/p>\n<h2 id=\"Be honest with your customer\">Be honest with your customer<\/h2>\n<p>Imagine yourself as a customer. Which one do you prefer, the company that is honest with you, or the one that says everything is alright although you&#8217;ve been complaining about their service over and over again?<\/p>\n<p>The answer is pretty obvious, right? This is why you need to be honest as a service desk person. Here are some things you can do to try to be honest with your customer:<\/p>\n<ul>\n<li>Give your customers a realistic target when you can resolve their problems. Never tell them that you can fix it in one hour while in reality, you do it in two hours. Anyone will get mad over a simple thing like this.<\/li>\n<li>Don&#8217;t make promises that can&#8217;t be kept.<\/li>\n<li>When a major issue arises, don&#8217;t keep other departments in your company in the dark.<\/li>\n<li>Explain what has been done to fix the problem. Tell your customers in the language they can understand, not IT terms.<\/li>\n<\/ul>\n<p>When you try to be honest and explain the problem properly to your customers, 9 out of 10 can understand your problem. At least, honesty will calm those angry mobs a little rather than telling them nothing, right?<\/p>\n<h2 id=\"Be a proactive service desk\">Be a proactive service desk<\/h2>\n<p>One thing you can do to improve your customer service is to be proactive. Do the thing you have to do before your customers ask about it. For example:<\/p>\n<ul>\n<li>Provide them with regular updates to avoid chaser calls.<\/li>\n<li>Automate your workflows for better efficiency and hasten customer servicing.<\/li>\n<li>Review the repeat problems and create permanent solutions for them.<\/li>\n<li>Install monitoring tools to pick up a problem before your customer notices it.<\/li>\n<\/ul>\n<p>To help your service desk team, it&#8217;s a good choice to use a system to simplify their jobs, such as <a href=\"https:\/\/www.hashmicro.com\/helpdesk-ticketing-software\" target=\"_blank\" rel=\"noopener\">help desk &amp; ticketing software<\/a>. Using this software will improve the team&#8217;s workflow and optimize its performance.<\/p>\n<p>Do you want to find the greatest service desk system? You may try HashMicro&#8217;s <a href=\"https:\/\/www.hashmicro.com\/free-product-tour\/\" target=\"_blank\" rel=\"noopener\">free demo<\/a> right now!<\/p>\n<a href=\"https:\/\/www.hashmicro.com\/erp-system?medium=moneysite-banner\" target=\"_blank\"><img decoding=\"async\" loading=\"lazy\" width=\"712\" src=\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2025\/06\/ERP.webp\" alt=\"ERP\"><\/a>\n<\/div>\n<p>{<br \/>\n  &#8220;@context&#8221;: &#8220;https:\/\/schema.org&#8221;,<br \/>\n  &#8220;@type&#8221;: &#8220;FAQPage&#8221;,<br \/>\n  &#8220;mainEntity&#8221;: {<br \/>\n    &#8220;@type&#8221;: &#8220;Question&#8221;,<br \/>\n    &#8220;name&#8221;: &#8220;how important to listen to your customer ?&#8221;,<br \/>\n    &#8220;acceptedAnswer&#8221;: {<br \/>\n      &#8220;@type&#8221;: &#8220;Answer&#8221;,<br \/>\n      &#8220;text&#8221;: &#8220;Listening to the customer&#8217;s complaints is the main job of a service desk department, but they also had to listen to what your customer doesn&#8217;t say about you. You can ask your customer to fill out a survey about your service. There&#8217;s also an option to ask your customers to give a rating about the service rendered.&#8221;<br \/>\n    }<br \/>\n  }<br \/>\n}<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It includes a tactical approach to resolving user needs and issues as quickly as possible. The IT service desk is self-contained, but it is an essential component of the overall Service Desk operation to improve customer service. The ultimate goal of the Help Desk is to resolve user issues with resources as quickly as possible. [&hellip;]<\/p>\n","protected":false},"author":219,"featured_media":13924,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[404],"tags":[960,959,807],"class_list":{"0":"post-3171","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-help-desk-ticketing","8":"tag-help-desk","9":"tag-service-desk","10":"tag-ticketing"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v26.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 Best Practices to Improve Service Desk Team Performances<\/title>\n<meta name=\"description\" content=\"The ultimate goal of the service desk is to resolve user issues as quickly as possible. Here are the five tips to improve your performances.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 Best Practices to Prioritizes Customers for Service Desk Team\" \/>\n<meta property=\"og:description\" content=\"The ultimate goal of the service desk is to resolve user issues as quickly as possible. Here are the five tips to improve your performances.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/\" \/>\n<meta property=\"og:site_name\" content=\"BusinessTech\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/web.facebook.com\/hashmicro\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-03-03T02:51:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-14T07:57:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2048\" \/>\n\t<meta property=\"og:image:height\" content=\"1024\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Victo Glend\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@hashmicro\" \/>\n<meta name=\"twitter:site\" content=\"@hashmicro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Victo Glend\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/\"},\"author\":{\"name\":\"Victo Glend\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#\/schema\/person\/49ea4664948b709221d76bf5e1b26658\"},\"headline\":\"5 Best Practices to Prioritizes Customers for Service Desk Team\",\"datePublished\":\"2023-03-03T02:51:55+00:00\",\"dateModified\":\"2025-02-14T07:57:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/\"},\"wordCount\":1000,\"publisher\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg\",\"keywords\":[\"help desk\",\"service desk\",\"ticketing\"],\"articleSection\":[\"Help Desk &amp; Ticketing\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/\",\"url\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/\",\"name\":\"5 Best Practices to Improve Service Desk Team Performances\",\"isPartOf\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg\",\"datePublished\":\"2023-03-03T02:51:55+00:00\",\"dateModified\":\"2025-02-14T07:57:40+00:00\",\"description\":\"The ultimate goal of the service desk is to resolve user issues as quickly as possible. Here are the five tips to improve your performances.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#primaryimage\",\"url\":\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg\",\"contentUrl\":\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg\",\"width\":2048,\"height\":1024,\"caption\":\"deks team\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.hashmicro.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"5 Best Practices to Prioritizes Customers for Service Desk Team\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#website\",\"url\":\"https:\/\/www.hashmicro.com\/blog\/\",\"name\":\"BusinessTech\",\"description\":\"Business Management Blog\",\"publisher\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.hashmicro.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#organization\",\"name\":\"HashMicro\",\"url\":\"https:\/\/www.hashmicro.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2016\/02\/bt_logo-1.png\",\"contentUrl\":\"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2016\/02\/bt_logo-1.png\",\"width\":334,\"height\":51,\"caption\":\"HashMicro\"},\"image\":{\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/web.facebook.com\/hashmicro\/\",\"https:\/\/x.com\/hashmicro\",\"https:\/\/www.linkedin.com\/company\/hashmicro\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#\/schema\/person\/49ea4664948b709221d76bf5e1b26658\",\"name\":\"Victo Glend\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.hashmicro.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/69db904ea36ae81c93c00e4981273e4050ea6a1284da1200573832ae579f8d05?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/69db904ea36ae81c93c00e4981273e4050ea6a1284da1200573832ae579f8d05?s=96&d=mm&r=g\",\"caption\":\"Victo Glend\"},\"url\":\"https:\/\/www.hashmicro.com\/blog\/author\/victoglend\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"5 Best Practices to Improve Service Desk Team Performances","description":"The ultimate goal of the service desk is to resolve user issues as quickly as possible. Here are the five tips to improve your performances.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/","og_locale":"en_US","og_type":"article","og_title":"5 Best Practices to Prioritizes Customers for Service Desk Team","og_description":"The ultimate goal of the service desk is to resolve user issues as quickly as possible. Here are the five tips to improve your performances.","og_url":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/","og_site_name":"BusinessTech","article_publisher":"https:\/\/web.facebook.com\/hashmicro\/","article_published_time":"2023-03-03T02:51:55+00:00","article_modified_time":"2025-02-14T07:57:40+00:00","og_image":[{"width":2048,"height":1024,"url":"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg","type":"image\/jpeg"}],"author":"Victo Glend","twitter_card":"summary_large_image","twitter_creator":"@hashmicro","twitter_site":"@hashmicro","twitter_misc":{"Written by":"Victo Glend","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#article","isPartOf":{"@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/"},"author":{"name":"Victo Glend","@id":"https:\/\/www.hashmicro.com\/blog\/#\/schema\/person\/49ea4664948b709221d76bf5e1b26658"},"headline":"5 Best Practices to Prioritizes Customers for Service Desk Team","datePublished":"2023-03-03T02:51:55+00:00","dateModified":"2025-02-14T07:57:40+00:00","mainEntityOfPage":{"@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/"},"wordCount":1000,"publisher":{"@id":"https:\/\/www.hashmicro.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#primaryimage"},"thumbnailUrl":"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg","keywords":["help desk","service desk","ticketing"],"articleSection":["Help Desk &amp; Ticketing"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/","url":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/","name":"5 Best Practices to Improve Service Desk Team Performances","isPartOf":{"@id":"https:\/\/www.hashmicro.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#primaryimage"},"image":{"@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#primaryimage"},"thumbnailUrl":"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg","datePublished":"2023-03-03T02:51:55+00:00","dateModified":"2025-02-14T07:57:40+00:00","description":"The ultimate goal of the service desk is to resolve user issues as quickly as possible. Here are the five tips to improve your performances.","breadcrumb":{"@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#primaryimage","url":"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg","contentUrl":"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2022\/03\/BANNER-BLOG-39-scaled.jpg","width":2048,"height":1024,"caption":"deks team"},{"@type":"BreadcrumbList","@id":"https:\/\/www.hashmicro.com\/blog\/5-best-practices-to-prioritizes-customers-for-service-desk-team\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.hashmicro.com\/blog\/"},{"@type":"ListItem","position":2,"name":"5 Best Practices to Prioritizes Customers for Service Desk Team"}]},{"@type":"WebSite","@id":"https:\/\/www.hashmicro.com\/blog\/#website","url":"https:\/\/www.hashmicro.com\/blog\/","name":"BusinessTech","description":"Business Management Blog","publisher":{"@id":"https:\/\/www.hashmicro.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.hashmicro.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.hashmicro.com\/blog\/#organization","name":"HashMicro","url":"https:\/\/www.hashmicro.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.hashmicro.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2016\/02\/bt_logo-1.png","contentUrl":"https:\/\/www.hashmicro.com\/blog\/wp-content\/uploads\/2016\/02\/bt_logo-1.png","width":334,"height":51,"caption":"HashMicro"},"image":{"@id":"https:\/\/www.hashmicro.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/web.facebook.com\/hashmicro\/","https:\/\/x.com\/hashmicro","https:\/\/www.linkedin.com\/company\/hashmicro"]},{"@type":"Person","@id":"https:\/\/www.hashmicro.com\/blog\/#\/schema\/person\/49ea4664948b709221d76bf5e1b26658","name":"Victo Glend","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.hashmicro.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/69db904ea36ae81c93c00e4981273e4050ea6a1284da1200573832ae579f8d05?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/69db904ea36ae81c93c00e4981273e4050ea6a1284da1200573832ae579f8d05?s=96&d=mm&r=g","caption":"Victo Glend"},"url":"https:\/\/www.hashmicro.com\/blog\/author\/victoglend\/"}]}},"order_j":"","_links":{"self":[{"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/posts\/3171","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/users\/219"}],"replies":[{"embeddable":true,"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/comments?post=3171"}],"version-history":[{"count":23,"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/posts\/3171\/revisions"}],"predecessor-version":[{"id":67040,"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/posts\/3171\/revisions\/67040"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/media\/13924"}],"wp:attachment":[{"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/media?parent=3171"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/categories?post=3171"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.hashmicro.com\/blog\/wp-json\/wp\/v2\/tags?post=3171"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}