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The following table shows the features offered by HelpSpot and the extent of their utilization by <br />DIT's help desk. <br /> <br />Feature/Function Offered by HelpSpot Used by DIT Help Desk <br />Reporting Check Mark <br />Ticket Volume Check Mark Check Mark <br />Resolution Speed Check Mark <br />First Response Speed Check Mark <br />Assignment Speed Check Mark <br />Time Tracking Check Mark <br />Trend Analysis Check Mark <br />(Categorization) <br />Collision Detection Check Mark <br /> <br />Automation Check Mark <br />SLAs &Automation Rules Check Mark Check Mark <br />Automatic Assignment Check Mark Check Mark <br />Recurring Tickets Check Mark <br />Saved Responses Check Mark Check Mark <br /> <br />Filters Check Mark Check Mark <br />Customer Details Check Mark Check Mark <br />Ticket Details Check Mark Check Mark <br />Date &Time Check Mark <br />Custom Fields Check Mark Check Mark <br /> <br />Categorization Check Mark <br /> <br />Compiled by the Office of the County Auditor <br /> <br />While having resources is essential, it is equally important to understand how to use them <br />effectively. DIT staff currently encounter difficulties utilizing the resources available, specifically in <br />the HelpSpot system, and resort to implementing an extensive workaround to obtain necessary <br /> <br />29 Under Utilization of Resources <br />