Meet Heritage Christian Services

Heritage Christian Services strives to advance an inclusive and equitable community, and that includes working to ensure that all people - including people with intellectual and developmental disabilities - feel valued and respected.

The help desk at Heritage Christian Services ensures its more than 3,700 employees have the technology and resources to make their jobs easier, so they can continue to provide exceptional service and support to the individuals they serve.

Janeese Stevenson is one of the help desk technicians working daily to keep the agency business humming. Every day, she works through a large queue of tickets that range from helping employees with technical issues to processing equipment requests for new hires.

The challenge

Janeese and her team were spending too much time answering redundant questions in help desk tickets. They aimed to answer questions in a more timely manner by developing and implementing a library of reusable responses to common questions.

Janeese explains: “A lot of the time, we’ll get a ticket with a basic note saying, ‘This person is starting on this date, we need a laptop ready for them.’ But we really need very specific details to know what apps need to go on the laptop, and what systems and software the new hire needs access to. It was important to have available a canned response saying, ‘This is our policy on how we process new hire requests. These are the questions we need answered. Please respond and send this form back.’ Having to write out all of that manually each time we receive a request — oh my, that's just carpal tunnel syndrome waiting to happen!”

The issue management solution the team was using offered a rudimentary canned response feature, but no way to add dynamic information to the responses. When her team moved their issue management to Jira, Janeese learned Jira had no native canned responses feature. After some searching, she found exactly what she was looking for with the Canned Responses Pro Templates for Jira app from Appfire.

“Using Canned Responses to be able to effectively and efficiently handle routine tickets has been a lifesaver for us, giving us more time to do more in-depth troubleshooting for more complex tickets, and do it a lot faster. Canned Responses allows us to provide a standard of quality in our communication, services, and support, consistently.”
Janeese Stevenson, Help Desk Technician, Heritage Christian Services

The solution

Canned Responses Pro Templates has enabled Janeese and her team to easily set up a number of reusable responses, and add important Confluence links when needed.

Janeese describes how easy it is to use: “If you’ve ever used a word processor, you can’t go wrong. It’s intuitive. Initially, I had been the one creating all the templates. Then I created a short tutorial to share with my team to go over how it works. Since then, the entire team has been using it.”

Her team uses Canned Responses to establish a library of reusable responses to common tickets they receive. A key feature of the Canned Responses app is the analytics for each response. Janeese can see how many team members are using which responses. This helps her understand which responses are the most popular, and helps the team become effective and efficient.

Password reset requests are common tickets that come across the help desk, and previously, the team was spending more than five hours per month tending to these tickets. Using Canned Responses reduced that time to just 23 minutes per month for the team.

With Canned Responses, the help desk team at Heritage Christian Services is able to save time handling their high Jira ticket load, which enables the team to focus on more complex troubleshooting.

“If there were a major agency-wide IT issue it would be like Armageddon. Without Canned Responses, IT's response times would be significantly longer, which would lead to staff calling, emailing, and stopping by the Help Desk and would overwhelm the team who are in the middle of troubleshooting that issue.”
Janeese Stevenson, Help Desk Technician, Heritage Christian Services

Results

93% decrease in time spent responding to tickets
5+ hours saved per month

How Heritage Christian Services saw a 93% reduction in time spent on tickets

93%

5+

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