While the majority of enterprise help desks document calls and requests in some fashion, many smaller help desks do not track them consistently. According to Info-Tech’s latest help desk survey, there are help desks that still do not log incidents or requests at all. Any IT department that glosses over this crucial step risks mishandling or missing important service requests and increases the likelihood of redundant effort.

The Pros Outweigh the Cons

The table below outlines the benefits and drawbacks of maintaining a detailed help desk ticketing system