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Improve help desk performance in 2025: Practical strategies for enterprise IT teams

As 2025 approaches, help desk performance remains a big element in creating exceptional customer experiences. With rising ticket volumes and increasing pressure on IT teams, operational efficiency has never been more critical. The challenge isn’t just about managing incoming queries—it’s about doing so in a way that scales, ensures quick resolutions, and preserves the human touch that many customers still crave. This guide will walk you through actionable help desk improvement ideas that will not only optimize your help desk operations but also empower your team to excel in this fast-paced environment. We will present ideas for those using Jira Service Management, but if you don’t, you can still apply them to your help desk system.

Top help desk improvement ideas for 2025

Boost help desk performance with automation and self-service options

In 2025, help desks must evolve beyond traditional models. Automation and self-service options are two critical areas where teams can drastically reduce the workload associated with repetitive tasks, freeing up valuable time to focus on more complex issues. These solutions not only cut down on ticket volume but also enhance the customer experience by delivering faster, more efficient service.

Automation plays a key role in optimizing help desk performance. Automating tasks such as ticket routing and prioritization ensures that queries are instantly directed to the most suitable agent based on issue type, complexity, or urgency.

By leveraging machine learning, help desk systems can even predict which tickets are likely to escalate, allowing teams to act proactively.

Self-service portals are another powerful tool. They enable customers to resolve common issues on their own—whether it’s a password reset or finding answers in an FAQ—without waiting for agent assistance.

In brief, the best self-service systems will integrate AI chatbots that can handle basic queries, provide real-time answers, and guide users through troubleshooting processes. These AI-powered solutions not only improve response times but also ensure that human agents focus on the more intricate problems.

Besides that, focus on giving your customers or employees more power. A good example of this is enabling them to edit, close, or reopen their requests. In Jira Service Management, you can do that using Actions for JSM app.

The option to edit already submitted request in Jira Service Management (via Actions for JSM app)

Do you want to give your customers or employees more autonomy while still maintaining complete oversight of the request process? 
With the Actions for Jira Service Management app, you can let end-users edit their requests without losing control. You’ll have a clear audit trail showing exactly what was changed, when, and by whom. This streamlined approach boosts transparency, ensures accountability, and speeds up issue resolution—all while empowering users to self-manage their requests.
Try it free

By integrating automation and self-service, help desks can operate with greater efficiency, lower costs, and deliver a more personalized customer experience. It’s about letting technology handle the routine, so your team can excel at what truly matters.

Leverage enterprise-wide knowledge-sharing

Sometimes, in large organizations, siloed information can be a barrier to efficient help desk performance. To overcome this, enterprises should implement a centralized knowledge-sharing platform that can be accessed by all departments. Whether using a tool like Confluence or a proprietary knowledge base, providing an accessible repository of solutions, common fixes, and troubleshooting guides ensures that both support agents and employees can find answers quickly.

Key strategies:

  • Firstly, ensure knowledge articles are regularly updated and reviewed.
  • Simultaneously, use AI-powered search to help users find relevant information faster.
  • Lastly, create cross-departmental knowledge sharing to ensure company-wide visibility into critical issues.

Implement a multi-tier support structure

Creating a tiered help desk support structure is an effective way to streamline workflows and ensure that customer issues are handled efficiently based on their complexity. This model not only improves response times but also optimizes resource allocation by distributing tasks according to skill levels within your team.

Firstly, at the most basic level, Tier 1 support handles general queries and easily resolvable issues. These can include password resets or common FAQs. 

By training lower-level support staff to manage these requests, higher-tier agents are freed up to focus on more complex problems. This leads to faster resolution times and ensures that simpler tasks don’t clog the pipeline.

After that, as issues become more intricate, Tier 2 support takes over. This tier is staffed by agents with specialized knowledge who can troubleshoot more technical problems or dive deeper into the specifics of a product or service. 

With the right training and access to internal resources, Tier 2 agents can significantly improve customer satisfaction by resolving issues without the need for escalation.

When particularly complex or critical problems arise, Tier 3 support comes into play. This level is typically reserved for senior technicians or engineers with deep expertise in the product or service. 

While Tier 3 issues are rare, having a team in place to handle them ensures that no matter how difficult the challenge, the customer receives the appropriate level of care.

Finally, Tier 4 can comprise outsourced experts that handle issues that can only be solved externally.

Levels of support in a help desk
Levels of support in a help desk Source: invgate

By implementing this multi-tier structure, help desk teams can prioritize inquiries, reduce the load on senior staff, and ensure that each issue is addressed by the most qualified agent. 

How to do that in practice?

  1. Above all, define user groups based on roles, departments, or locations.
  2. Set up custom user fields to capture relevant information.
Do you need to capture multiple, related information in your dynamic forms?
The Extension app lets you bundle multiple subfields into one section, making it easier to capture complex information in a streamlined way.
Try it free
  1. Configure group permissions and access levels.

If you manage your requests in Jira Service Management queues, you can consider downloading the Queues for Jira & JSM extension. It lets you decide who can view and manage which queues. As you know, native JSM only allows JSM agents to manage queues.

Help desk improvement ideas
  1. Route issues to the appropriate support teams based on user segmentation.
  2. Monitor and adjust user segments as needed to optimize help desk performance.

In 2025, adopting this model will be crucial for scaling operations and maintaining high levels of customer satisfaction.

Optimize help desk performance with advanced analytics and SLAs

Analytics, when combined with well-defined Service Level Agreements (SLAs), provides help desk teams with the data and structure they need to meet customer expectations and continuously improve service quality.

Key performance indicators (KPIs) like resolution times, first-contact resolution rates, and customer satisfaction scores are fundamental metrics that every help desk should monitor. Tracking these KPIs allows teams to identify bottlenecks, understand where resources are needed, and measure overall performance. The more granular the data, the better your team can identify trends and adapt. 

For example, measuring the number of tickets per agent or by issue type gives insights into workload distribution and recurring problems.

But data alone isn’t enough. That’s where Service Level Agreements (SLAs) come in. 

Enterprise-wide SLA monitoring and enforcement

Managing SLAs at scale requires sophisticated tools that can track compliance across multiple teams and service requests. Enterprises should adopt centralized SLA dashboards that give real-time insights into performance across the organization. This will help enforce SLA adherence and ensure consistent service quality, regardless of which department or team is handling a request.

If you work with Jira Service Management, consider creating a cross-project queue and sorting requests by the SLA metrics. 

Using JQL, team leaders can specify which requests from which projects should be included in the queues. Then, they can sort all of them in order of priority or time for resolution and tackle the most urgent ones first.

We should also allow our clients to see the SLAs at their requests. That way, they will know exactly when to expect contact or resolution. They will feel in the loop and as a bonus, ticket volumes will drop as they won’t have to ask for the progress status of their requests.

In Jira Service Management, you can show SLAs and much more on the request detail view using the Extension for Jira Service Management app.

Displaying SLA on the request detail view with the Extension for Jira Service Management app
Displaying SLA on the request detail view with the Extension for Jira Service Management app

Leveraging reporting tools to analyze help desk performance over time is another way to boost efficiency. Regularly reviewing performance data allows teams to make informed decisions about resource allocation, training needs, and process improvements. 

Advanced analytics can also highlight areas where automation might improve performance, such as automating ticket prioritization for faster resolutions.

In 2025, the combination of data-driven insights and structured SLAs will be crucial in building a high-performing help desk that consistently meets—and exceeds—customer expectations.

Foster continuous improvement through employee training and feedback

To consistently boost help desk performance, you must invest in your team’s skills and create a feedback-driven environment. Employee training and regular feedback loops are essential for developing a well-rounded, high-performing help desk. 

The best-performing teams in 2025 will be those that continuously refine their processes and grow the capabilities of their employees.

Boost help desk performance with trainings

Personalized training programs should be at the core of any help desk’s improvement strategy. Help desk agents need to be equipped not only with technical knowledge but also with soft skills that enhance customer interactions. Offering tailored training modules based on each agent’s performance can help address individual weaknesses and build on strengths. Whether through workshops, role-playing sessions, or online courses, continuous learning helps agents stay sharp and handle a broader range of queries efficiently.

Internal feedback loops are just as important as customer feedback. Encouraging agents to share their insights about internal bottlenecks or process inefficiencies gives management the information they need to implement meaningful changes. 

Regular team meetings or anonymous surveys can uncover challenges that may be holding your help desk back, providing a roadmap for improvement. When agents feel heard and see that their feedback leads to tangible results, it fosters a more engaged and motivated workforce.

Invest in gamification in your IT help desk

Incorporating gamification into the training process can also increase motivation and engagement. Rewarding agents with points, badges, or small incentives for hitting performance milestones or completing training modules can turn learning into a more enjoyable experience. This not only boosts individual performance but also creates a sense of healthy competition that benefits the entire team.

Deliver a seamless omnichannel experience

Customers expect flexibility in how they engage with support teams, whether through email, phone, live chat, social media, or even video. 

A successful help desk operation isn’t just about answering inquiries—it’s about delivering consistent, high-quality service, no matter where or how a customer chooses to reach out.

To meet these expectations, teams should integrate omnichannel tools that bring all communication platforms into one unified system. This ensures that agents can manage tickets from multiple channels without missing critical customer interactions. Whether a ticket comes from Linkedin or a support portal, agents should have immediate access to the full customer history, ensuring they can respond quickly and effectively.

Maintain consistency across channels

The same level of support should be provided whether a customer reaches out via email or through live chat. Consistency builds trust, as customers know they’ll receive the same helpful service no matter the platform. 

Above all, help desk teams need standardized processes and shared knowledge bases, ensuring that all agents have access to the same information.

One way to ensure consistency and speed in resolving customer issues is by using well-designed request forms tailored to specific types of inquiries. Standardizing these forms helps ensure that agents receive all the critical information upfront, reducing the back-and-forth and enabling quicker resolution times. When forms are matched to the common issues your customers face, agents can process tickets more efficiently, streamlining the entire support process. 

By standardizing the information intake, you empower your team to tackle requests with precision. You make sure nothing gets missed and customers feel supported from the moment they submit a request.

Do that by using the dynamic forms feature in Extension for Jira Service Management app. These forms adapt to user input dynamically so your customers don’t have to roam through a myriad of unrelated questions or fields. 

Also, using conditions and validators, you can make chosen questions obligatory and collect precisely the information you need.

An example of obligatory questions in the request view Source: Extension for Jira Service Management app
An example of obligatory questions in the request view Source: Extension for Jira Service Management app

Tracking response times across different channels is also critical. Certain platforms, like live chat or social media, require faster responses than email. Monitoring these response times and ensuring that SLAs are met will help maintain customer satisfaction. By leveraging automation tools, teams can automatically route inquiries from different channels to the appropriate agents and ensure timely responses, keeping customer frustrations to a minimum.

Use AI and machine learning for predictive support

As 2025 approaches, integrating AI and machine learning into help desk operations is no longer just an advantage—it’s a necessity. These technologies provide help desks with the ability to anticipate customer needs, streamline operations, and elevate the overall quality of support. AI-powered tools can go beyond reactive support by predicting issues before they escalate, helping teams solve problems proactively.

One of the most impactful ways to leverage AI is through predictive ticket escalation. By analyzing historical data and ticket patterns, machine learning algorithms can detect when a particular issue is likely to recur or escalate into something more critical. This gives help desk teams the ability to prioritize and address high-risk tickets before they cause widespread disruptions.

You can also use machine learning to identify recurring problems across a large volume of tickets. By automatically categorizing and flagging issues that frequently appear, these systems can help teams focus on solving the root cause rather than repeatedly addressing symptoms. This not only improves operational efficiency but also enhances customer satisfaction by reducing the overall number of tickets.

Real-time sentiment analysis is another powerful tool that AI brings to the table. By analyzing the tone and language used in customer interactions, sentiment analysis can help agents understand customer emotions during a support session. This provides an opportunity to adjust responses and improve the interaction’s quality, ensuring that customers feel heard and valued.

With AI and machine learning, help desk teams can transition from reactive problem-solving to proactive support, boosting efficiency and delivering a more personalized customer experience.

Enhance collaboration across departments

Effective collaboration is key to improving help desk performance, especially when dealing with complex issues that require input from multiple departments. Integrating collaboration tools into help desk workflows allows teams to work together seamlessly, providing faster and more accurate solutions. By breaking down silos between teams, help desks can handle inquiries more efficiently and provide higher levels of service.

According to a Statista report, 39% of U.S. businesses identified their primary challenge to optimizing the customer experience as the lack of collaboration between departments.

Integrating tools like Slack and Microsoft Teams seems obvious. The bigger challenge is optimizing collaboration inside the help desk systems themselves.

As an example, in Jira Service Management, only JSM agents can view and manage queues. That makes other departments unable to work on them efficiently.

As you well know, on an enterprise level, collaborative problem-solving is a necessity. When agents can share information and updates instantly, they can resolve tickets more efficiently, without delays caused by waiting for email responses or scheduled meetings.

To display the right information to the right people, consider using cross-project queues with visibility options. In the Queues for Jira & JSM app, you create cross-project queues according to your needs. You decide who can view and manage each queue.

Help desk improvement ideas: An offboarding tasks queue visible to different departments
An offboarding tasks queue visible to different departments Source: Queues for Jira & JSM app
Do you need cross-project queues with visibility options that go beyond native Jira capabilities?
Queues for Jira & JSM app lets you create queues with tickets from different projects. You can set visibility rules so that anyone you choose can see and manage these queues.
Try it free

Customize your IT help desk system to your clients’ needs

One size does not fit all when it comes to IT help desk systems. Every client has unique requirements, and tailoring your system to meet those needs is crucial for providing exceptional service. Start by gathering information about your clients’ business processes, pain points, and goals. This data will help you configure your help desk software to align with their workflows and priorities.

For example, if a client heavily relies on a specific software application, ensure that your help desk system has built-in integrations or custom fields to track issues related to that application. By doing so, you can streamline the issue resolution process and provide more targeted support.

Steps to customize your help desk:

  1. Firstly, conduct a thorough assessment of your client’s business and IT environment
  2. Identify their key software applications, systems, and processes
  3. Map out their common issues and support needs
  4. Configure your help desk system to match their requirements
  5. Lastly, test the customized setup and make adjustments as needed

Improve customer trust with transparency and proactive communication

One of the most effective ways to build customer trust in 2025 is through transparency and proactive communication. Help desk teams that provide clear, timely updates on ticket status and resolution times create a sense of reliability and trustworthiness. When customers feel informed throughout the support process, their confidence in the service increases, even if the resolution takes longer than expected.

Start by ensuring that you display SLA and other relevant information on the request detail view. That way, customers or employees can quickly check the status of their issue. They aren’t bothered by notifications and can check the status whenever it suits them best.

In Jira Service Management, you can do that by using the Extension for Jira Service Management app. It lets you display SLAs, attachments, issue links, and more on the request details view.

Displaying SLA, attachments, and more on the request view in Jira Service Management
Displaying SLA, attachments, and more on the request view in Jira Service Management

Being transparent also means setting realistic expectations from the outset. When customers know exactly what to expect in terms of response and resolution times, they are more likely to be patient and understanding. Providing an initial estimate and following up with updates, especially in the case of delays, demonstrates professionalism and care.

Proactive communication goes beyond just keeping customers informed. By owning the customer’s issue and showing empathy, help desk teams can build a stronger connection. Simple gestures, like explaining why certain steps are necessary or offering additional resources, can make customers feel valued. It’s about being open, honest, and willing to go the extra mile to ensure the customer feels heard.

In short, fostering transparency and proactive communication will lead to improved customer satisfaction, stronger relationships, and long-term trust.

How to measure help desk performance?

After all of this you might be wondering: How to measure help desk performance? In other words, how to know if the introduced changes made your help desk perform better?

Measuring help desk performance involves tracking various metrics and key performance indicators (KPIs) that reflect the efficiency and effectiveness of the support provided. Here are some essential methods and metrics to measure help desk performance:

MetricDefinitionImportanceMeasurement
First response time (FRT)The time taken for the help desk to respond to a ticket for the first time.Shorter FRT indicates quick acknowledgment of user issues.Average time from ticket creation to first response.
Average resolution time (ART)The average time taken to resolve a ticket from the time it is opened.Reflects the efficiency of the help desk in solving issues.Total time taken to resolve tickets divided by the number of tickets resolved.
Ticket volumeThe total number of tickets received in a given period.Helps in understanding the workload and trends over time.Count of tickets received per day, week, or month.
Ticket backlogThe number of unresolved tickets at any given time.Indicates whether the help desk is keeping up with the demand.Total number of open tickets at the end of each day.
Customer satisfaction (CSAT)A measure of how satisfied customers are with the support they received.Directly reflects the quality of service.Surveys sent after ticket resolution, typically asking customers to rate their experience.
Net promoter score (NPS)A metric that assesses customer loyalty and likelihood of recommending the service.Provides insight into overall customer sentiment.Customers rate the likelihood of recommending the service on a scale of 0-10.
First contact resolution (FCR)The percentage of tickets resolved in the first interaction.Indicates the help desk’s effectiveness in resolving issues quickly.Number of tickets resolved on first contact divided by total number of tickets.
Escalation rateThe percentage of tickets that need to be escalated to higher-level support.Indicates the complexity of issues and effectiveness of initial support.Number of escalated tickets divided by total number of tickets.
Cost per ticketThe average cost incurred to resolve a single ticket.Helps in budgeting and understanding the efficiency of the help desk.Total cost of operations divided by the number of tickets resolved.
Agent utilization rateThe percentage of time agents spend on resolving tickets versus idle time.Measures agent productivity and workload distribution.Time spent on tickets divided by total available working time.
Quality of resolutionAssessment of the accuracy and completeness of the resolutions provided.Ensures issues are fully resolved and reduces repeat tickets.Quality audits and customer feedback.
Reopen rateThe percentage of tickets that are reopened after being marked as resolved.Indicates the thoroughness of resolutions.Number of reopened tickets divided by total resolved tickets.
Agent satisfactionMeasures the satisfaction and engagement of help desk agents.High agent satisfaction often correlates with better customer service.Internal surveys and feedback mechanisms.
SLA complianceThe percentage of tickets resolved within the agreed-upon time frame.Ensures the help desk meets organizational and customer expectations.Number of tickets resolved within SLA divided by total number of tickets.
Customer effort score (CES)Measures how much effort customers need to exert to get their issues resolved.Lower effort correlates with higher customer satisfaction.Surveys asking customers to rate the ease of their support experience.
Help desk KPIs

By consistently tracking these metrics and analyzing the data, you can:

  • identify areas for improvement, 
  • optimize help desk operations, 
  • enhance overall customer satisfaction.

These may seem like an obvious thing to do, but the question is: Do you measure them and analyze the data? Now, let’s move on to the help desk improvement tools.

Top help desk improvement tools

As promised, we’ll focus on Jira Service Management as our help desk system of choice. Here’s a list of our favorite extensions and integrations to improve its effectiveness.

ExtensionCreatorKey featuresRatings
Extension for Jira Service ManagementDeviniti– Dynamic request forms for accurate submissions
– SLA display, assignee details, and insights on request details view
– Customization of customer portals and request types
3.7/4
Queues for Jira & JSMDeviniti– Organize issues from multiple projects in a single view
– Create prioritized queues and filter by priority
– Queue visibility for specific team members
3.6/4
Actions for Jira Service ManagementDeviniti– Allows customers to edit service requests on the portal
– Complete editing history tracking
– Configure request editing flow with workflow actions
3.7/4
My Requests Extension for Jira Service ManagementHexygen Inc.– Customizable my requests page with filters and export options
– User-specific request visibility
– Configurable visibility for system and custom fields
3.5/4
Theme Extension for Jira Service ManagementHexygen Inc.– Customizable Help Center and portal branding
– Premade templates or personalized layouts with branding options
– Access control and permissions for portal content
3.7/4
Translation for Jira Service ManagementDeviniti– Multilingual customer portal with language switcher
– Key-value content translation for custom fields
– Easy language switching for improved user experience
3.5/4
Custom Charts for Jira -Reports, Dashboards, Graphs & TablesTempo Software– Create custom bar, pie, funnel charts, and dashboards
– Includes templates and custom JQL support
– Time metrics, productivity, and issue tracking
3.6/4
Charts and Reports for Jira Service Managementview26 GmbH– Drag-and-drop dashboards and custom charts
– Real-time reporting within the Jira Service Desk customer portal
– Share reports with stakeholders as PDFs or links
3.4/4
Help desk improvement tools and extensions

Conclusion: How to improve service desk efficiency?

In conclusion, as we move into 2025, optimizing help desk performance isn’t just about adopting the latest tools—it’s about creating a system that combines efficiency with empathy. By leveraging automation, predictive AI, tiered support structures, and seamless omnichannel communication, you can ensure your team delivers fast, personalized support that builds trust with customers. Additionally, fostering continuous improvement through training and feedback empowers your agents to grow and stay motivated.

Implementing these service desk improvement ideas will not only improve the speed and accuracy of issue resolution but also strengthen customer relationships, positioning your help desk as a key driver of customer satisfaction and business success.

FAQ

  • What is the KPI in the help desk?

    Key Performance Indicators (KPIs) in a help desk are measurable metrics used to assess the effectiveness, efficiency, and overall performance of the support team. They provide insights into how well the help desk meets service goals, customer expectations, and operational targets.

  • What are the key efficiency factors of a help desk?

    The key efficiency factors for a help desk revolve around optimizing response and resolution times, ensuring high first contact resolution (FCR) rates, and effectively managing ticket volume.

  • Help desk improvement examples

    You can improve help desk efficiency through automation, self-service options, and real-time collaboration. Automating ticket routing and prioritization ensures requests reach the right agent quickly. A self-service knowledge base empowers users to resolve simple issues on their own. Integrating tools like Slack for real-time communication helps teams respond faster, especially for complex issues. Collecting customer feedback with surveys provides actionable insights for refining service quality. Monitoring SLAs and KPIs helps manage performance, leading to quicker, more effective support resolutions.

  • How to improve the IT department?

    There are many ways to improve the IT department. Deviniti offers several helpful apps to improve Jira Service Management for IT teams. Extension for Jira Service Management makes request forms more dynamic, allowing agents to gather detailed information from customers. It also customizes customer portals and displays SLAs for better transparency.

    Queues for Jira Service Management app combines tickets from multiple projects into one view, making it easier for teams to organize and prioritize tasks.

    Actions for Jira Service Management extension lets customers edit their own service requests and keeps a history of changes, providing clear communication and accountability.

  • How to improve IT support process?

    You can improve the IT support process through a mix of streamlined workflows, innovative technology, and proactive strategies. Start with automation for routine tasks like ticket routing, prioritization, and status updates to reduce manual work and accelerate response times. Implement a searchable knowledge base and user-friendly self-service portal to empower users to solve common issues independently, reducing ticket volume. 

    AI-powered chatbots can handle simple inquiries and escalate complex issues, while predictive analytics anticipates common problems before they impact users. 

    Defining clear SLAs sets expectations, and sentiment analysis on feedback forms helps prioritize cases where users are frustrated. Real-time communication tools like Slack or Teams improve collaboration, while user behavior analytics allow IT to intervene early by identifying patterns that may lead to issues. 

    Gamified training keeps IT staff updated on skills, while advanced tools like VR and AR enable remote support and interactive troubleshooting. By combining these methods, IT teams can create a proactive, data-driven, and efficient support environment that enhances the user experience.

Halina Cudakiewicz

Halina is a Content Specialist at Deviniti, where she combines her love for writing and IT. She has written about several topics, including technology, Forex, and personal finance. Other than creating content, she loves dancing, reading legal thrillers, and learning new languages.

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