If you’re like most of us, your job is difficult enough without the added trouble of a cumbersome service desk. And if your end-users are like mine, they’ll agree. Nevertheless, it’s not uncommon for support departments to fail when connecting the functions of their help desk with the delivery of support, making their service desk a headache both for themselves and their user community. Making things worse is the fact that the culprits behind such failings are as commonplace as they are diverse. A service desk may lack the necessary features for a business or boast many features but lack cohesion between them. Its strengths and the needs it fulfills may be mismatched, the product having been designed for an industry far removed from its environment, or it’s missing the flexibility to be rightly adjusted and applied. Maybe it’s perfect in every functional way, but its implementation is bungled by someone lacking a proper grasp of their business needs, their support department’s processes, or their user community’s tendencies. On and on the list goes, but with results painfully familiar: an implementation that sacrifices efficiency and ease of use for waste and frustration. Inevitably this begs the question, 'What can we do to fix this?' Given the vast differences in businesses and support structures it should surprise no one that a simple answer to this question does not exist. Further complicating things is the fact that this is as much a management issue as it is a technical one. All that said, good practices will are always a good place to start, and here I give you five which are tried and true when it comes to improving the efficiency of your service desk for everyone involved. Dynamic Forms Unless you’re still accepting tickets by email or phone (or walk-ups), forms are the first thing your users will see when making contact. As such they have the potential to set the tone for the entire interaction between the support group and the customer. You must think of them as more than just a series of fields: They’re your customer service front end, and the experience they provide is a representation of your organization’s approach to customer care itself. So what makes a good form? It must be simple to navigate, yet powerful enough to accommodate a wide variety of requests. It must be flexible, but restrictive with options and firm when it comes to required information. This is a big ask for what is essentially a one-size-fits-all information-gathering front end. It’s also somewhat self-contradictory: Simple forms may lack the complexities required of in-depth requests while complicated forms can overwhelm users looking to submit simple tickets. This is no more apparent than when dealing with static forms, as you’re generally limited to one approach and one only. Enter dynamic forms. These forms react and branch according to the information the end user provides. They can start out very simple to accommodate simple requests, but grow increasingly complex as specific options are selected, or specific values are entered. A good example would be a request for software: Microsoft Office. An initial field may allow the user to select the nature of their ticket. They select ‘Software Request’. This spawns a field listing approved software applications, and they select ‘Microsoft Office’. Yet again this generates a new field that gives them options for Home & Business, Professional, 365, and more. They select again. This is a very simple example, but it demonstrates how dynamic forms can react to user input and present follow-up fields as needed: fields that can be required before the form can be submitted. The result is a clean experience that grows only as complex as needed and yet can also accommodate extremely specific requests. If your service desk doesn’t support dynamic forms I encourage you to seek out one that does, as they can streamline your end-user experience from the very start. Intelligent Automation So a user submits a ticket and is awaiting action. At this point we shift our focus from user to administrator, asking some basic questions along the way. Must they open, review, and assign the ticket to a team or technician? Must they compose supplemental notes, or add other users as watchers? Or must they reach out to the requester’s manager before doing anything at all in order to get approval before moving things along? The more actions you can automate, the more efficient your service desk becomes for your support staff. Not to be overlooked, a secondary benefit is a consistent end-user experience, with tickets being less prone to changes in handling based on who is processing the request. Returning to the example above, a software request could result in the system automatically sending an authorization request to the end user's manager, then waiting for a reply before moving on to the next step. Only then will the ticket enter the next phase. This may involve the assignment to a specific support group or technician, the posting of comments to the ticket, adding other users as watchers, or — assuming the manager never provided authorization in the first place and a predefined timeout period elapsed — the ticket is closed automatically. Focusing on BOSSDesk™ for a moment, you also have the option to create one or more tasks to divide up a ticket into several sub-elements, each of which can be automatically assigned to different technicians, and each firing off only when the the previous task is completed. However, you use them, intelligent automation of system actions based on ticket details can be a major way to alleviate support staff pressure while improving efficiency and delivering standardized results every time. A Living Knowledgebase If there’s anything with the potential to save you countless wasted hours reinventing processes or troubleshooting known problems it’s a proper knowledgebase. As a technical writer and someone who forgets things easily, I’ve found good documentation worth its weight in gold. But simply documentation isn’t enough. It must be maintained, or else it falls out of relevance. There’s nothing like searching a knowledgebase for a specific install the procedure only to find it was written for a product six versions out of date and left to gather cobwebs instead of being updated in parallel with the application itself. Building a knowledgebase is a great way to invest in your department’s efficiency down the road, but every article that isn’t kept up to date depreciates daily. I encourage you to keep your knowledgebase always current, making it a living resource that will never lose its value. Training & Feedback Training and feedback: two topics that are surprisingly easy to overlook when rolling out and administering a service desk. Why is this? For one thing, we as the service desk administrators are in the system more, in deeper, gaining familiarity and adjusting to quirks until we’re operating on autopilot. Our users’ time in the system will only be a fraction of our own, resulting in a slower learning process and an overall looser grasp on the fundamentals. We also understand why the system works the way it does. We design the forms and the processes, with many elements birthed from our own way of thinking. But what feels natural to us may strike our users as completely foreign. Finally, we have visibility into the system's back end in ways our users do not. So at times, they may feel as if they’re operating with blinders on, not seeing the whole picture. And they’re right. All these points to training as a vital cornerstone of efficient system usage. But just as important is the gathering of regular feedback from users, be it through ticket surveys or old-fashioned emails. Keeping your finger on the pulse of what works and what doesn’t in your environment is key to building and maintaining a a service desk that works for everyone. Service Evolution Rounding out this list is an item that rides on the coattails of the previous entry: a willingness to grow and adapt your solution according to the evolving needs of your business. One of the greatest downfalls of turnkey service desks is their lack of flexibility. They’re designed to work one way and one way only, with little wiggle room when it comes to customization. However, even highly flexible service desks can suffer stagnation if those managing it adopt an unyielding approach to its implementation. Never let changes within your department, company, and user community — or feature changes within your service desk — go unaddressed. If a department’s processes change, factor that into your automated processes. If surveys indicate that users struggle with any aspect of your support site, take corrective action. And if something you designed — no matter how hard you worked on it — becomes an impediment to your ability to deliver customer support, get rid of it. There are many more items we could add to this list. Perhaps you’re thinking of some right now. But I hope these five help point you in the right direction, and allow you to enhance the efficiency of your support operation. Bob Gruett Network Administrator

As experts in utility location, we recognize the value of staying current with technology and procedures to guarantee that we are giving our clients the best service possible. Nevertheless, putting safety first when working close to subsurface services is equally crucial. This post will go over some essential safety advice when working close to subsurface utilities, as well as the advantages of using BOSS811 to speed up the process. Why is Safety Important When Working Near Underground Utilities? If sufficient safety precautions are not taken, working close to subterranean utilities might be risky. Workers may be at risk if subsurface utilities, including gas lines, water pipes, and electrical cables, are damaged or ruptured. These utilities have the potential to start fires, explode, and electrocute people, resulting in serious injury and even death. Furthermore, if these utilities are damaged, expensive repairs and potential legal obligations may be the outcome. Thus, it is crucial to prioritize safety if operating close to subsurface utilities. Tips for Staying Safe While Working Near Underground Utilities ➡️1. Know the Location of Underground Utilities Before starting any project that involves digging or excavating, it's crucial to know the exact location of underground utilities before embarking on any digging or excavation project. You can get this information by contacting your local 811 service, a nationwide hotline connecting you with your local utility companies. They will then send a representative to your site to mark the locations of any underground lines or pipes. In some cases, you may also need to hire a private utility locating service to locate any private lines that may not be marked by the utility companies. These steps ensure that your digging or excavation project is safe and free from any unexpected accidents or damage to utilities. ➡️ 2. Use Proper Personal Protective Equipment (PPE) Wearing proper PPE is crucial when working near underground utilities. Workers should wear safety glasses, hard hats, high-visibility clothing, and steel-toed boots. Additionally, workers should wear gloves designed for the specific task, such as cut-resistant gloves when using a saw. ➡️ 3. Follow Safe Digging Practices It is essential to follow safe digging practices when digging near underground utilities. Workers should use hand tools instead of power tools when digging near utilities to avoid damaging them. Additionally, workers should dig carefully and avoid using excessive force to prevent hitting the utilities. ➡️ 4. Secure the Work Area It is crucial to secure the work area when working near underground utilities. Workers should mark the work area with caution tape and cones to prevent unauthorized personnel from entering the area. Additionally, workers should ensure that the work area is well-lit and clutter-free to avoid tripping hazards. ➡️ 5. Communicate with Team Members Effective communication is key when working near underground utilities. Workers should communicate with team members to ensure that everyone knows the location of underground utilities and any potential hazards. Additionally, workers should establish a signal or code to alert team members if an underground utility is hit or damaged. Benefits of Using BOSS811 BOSS811 is a versatile solution that adapts to the specific needs of utilities, municipalities, and locator companies. With its customizable dashboard, users can access the information they need at a glance with pre-defined or custom widgets. Additionally, BOSS811 offers advanced search capabilities, enabling users to find tickets quickly and export data to CSV spreadsheets. 1. Improved Efficiency By utilizing BOSS811, the process of locating utilities is automated, resulting in increased efficiency and reduced time and effort required to manage locate requests. Manual paperwork and phone calls are eliminated. Moreover, BOSS811 offers real-time updates on locate tickets, enabling users to monitor the requests' progress closely. 2. Increased Accuracy Underground utilities may be located using BOSS811's cutting-edge mapping technology. It reduces the possibility of damage during excavation, providing precise position information. The mapping features of BOSS811 ensure that customers have access to the location of utilities in the area. BOSS811's accuracy ensures that markings are accurate and that excavators can dig safely. 3. Enhanced Safety Because BOSS811 allows users to monitor the progress of their requests closely and stay informed about any potential hazards or obstacles that may arise, users experience a higher level of transparency and visibility. BOSS811 helps to mitigate risks and prevent damages, keeping workers and the public safe. 4. Regulatory Compliance Many states and municipalities have regulations requiring utilities to mark their underground infrastructure's location before excavation can begin. BOSS811 ensures compliance with these regulations by providing a centralized platform for managing locate requests. It also stores historical data on past locates, which can be useful for regulatory reporting and compliance. 5. Cost Savings BOSS811's cloud-based storage system ensures users have access to their data whenever they need it. With BOSS811, users can streamline the utility locating process, eliminating the need for physical documentation and telephone communication. This not only saves time and money but also reduces the expenses associated with administrative tasks. Additionally, it provides accurate location information, allowing the marking of underground facilities to be more precise and reducing the risk of hitting utilities and incurring costly repairs and legal liabilities. We recommend booking a demo if you're interested in learning how BOSS811 can improve safety and compliance while streamlining your utility locating procedure. By doing this, you can get a first-hand understanding of the software's capabilities and advantages. A skilled BOSS811 representative will walk you through the software's features and address any questions you may have during the demo. They'll demonstrate how the software can speed up, improve efficiency, and lower the cost of the utility locating process. Take advantage of the chance to utilize the strength of BOSS811 and advance your utility locating procedure. About the Author: Nicole Benjamin is a Digital Marketing Coordinator with BOSS Solutions. Nicole has been in the marketing industry for over ten years. She is committed to sharing the message of safety and damage prevention with utilities and locators nationwide.

April is National Safe Digging Month, and it serves as a reminder to utility companies and contract locators about the importance of safe digging practices. It is critical for these organizations to call 811 before starting any digging project to ensure that they avoid hitting any underground utility lines. By following the tips outlined in this article and taking precautions before digging, utility companies and contract locators can help prevent accidents and protect their communities from harm. Why is National Safe Digging Month Important? National Safe Digging Month is important because it raises awareness about taking precautions before digging. According to the Common Ground Alliance (CGA), there are over 20 million miles of underground utility lines in the United States. These lines include gas, electric, water, sewer, and telecommunications lines. If you accidentally hit one of these lines while digging, it can cause serious injury or even death and disrupt essential services for communities. In addition to the safety risks, there are also financial risks associated with not following safe digging practices. If you damage an underground utility line, you may be held liable for the cost of repairs and any associated damages. This can be a costly mistake, especially for utilities working on large-scale projects. By raising awareness about the importance of safe digging practices, National Safe Digging Month helps to prevent accidents and protect communities from financial and physical harm. What are the Risks of Not Following Safe Digging Practices? The risks of not following safe digging practices are significant. Some of the potential consequences include: Injury or Death - Accidentally hitting an underground utility line while digging can lead to serious injuries or even fatalities. Gas lines are especially dangerous due to their highly explosive nature. Service Disruption - Damaging an underground utility line can cause essential community services, such as water or electricity, to be disrupted. For instance, hitting a water line can result in a loss of water pressure or complete water service interruption for a neighborhood. Property Damage - Damaging an underground utility line can also cause damage to surrounding property. For example, if you hit a gas line, it can result in an explosion that damages nearby homes or buildings. Legal Liability - If you damage an underground utility line, you may be held liable for repair costs and any associated damages. This can be a costly mistake, especially for contractors working on large-scale projects. Risk of Fines - In addition to legal liability, there is a risk of fines for damaging underground utility lines. These fines can be substantial and can affect your business's bottom line. Tips for Avoiding Damage to Underground Utility Lines To avoid the risks of not following safe digging practices, it is important to take precautions before you dig. Here are some tips for avoiding damage to underground utility lines: Call 811 - Before you start digging, call 811 to have underground utility lines marked. This is a free service that is available in all 50 states. Once you call 811, a representative from your local utility company will come to your property and mark the location of any underground utility lines. Wait - After you call 811, you will need to wait for the utility company to mark the location of underground utility lines. This usually takes a few days, but it can take longer, depending on the area you are in. Respect the Marks - Once the utility company has marked the location of underground utility lines, it is important to respect the marks. Refrain from digging within the marked area; only remove the marks once you have finished your project. Hand Dig - If you need to dig within the marked area, it is important to hand dig. This means using a shovel instead of heavy machinery. Hand digging allows you to work more slowly and carefully, which can help you avoid hitting underground utility lines. Know What to Look For - Even if you have had underground utility lines marked, it is important to know what to look for while digging. If you see any signs of underground lines, such as pipes or wires, stop digging immediately and contact the utility company. Check the Weather - It is important to check the weather before digging. Rain, snow, or ice can soften the ground and increase the risk of hitting underground utility lines. Check the Soil Type - Different soil types can affect underground utility lines' depth and placement. It is important to know what type of soil you are working with and to adjust your digging depth accordingly. Be Careful Around Trees - Trees can have extensive root systems that can damage underground utility lines. If digging near trees, be extra careful and hand dig if necessary. Keep a Safe Distance - When working around underground utility lines, it is important to keep a safe distance. This means staying at least 18 inches away from the marked lines and not digging directly above them. Educate Yourself - Finally, educating yourself about safe digging practices is important. Take advantage of available resources, such as the 811 hotline and the Common Ground Alliance website. Stay informed can help prevent accidents and protect yourself and your community. National Safe Digging Month is an important time to raise awareness about the need for safe digging practices. Whether you are a utility company or a contract locator, it is critical to call 811 before you dig to ensure that you avoid hitting any underground utility lines. Following the tips outlined in this article and taking precautions before you dig can help prevent accidents and protect your community from harm. Remember, safety always comes first! In conclusion, if you are a municipality, utility company, or locator company, it is essential to prioritize safe digging practices to protect your community and underground infrastructure. At BOSS Solutions, we understand the importance of damage prevention and have developed BOSS811, a cloud-based One Call ticket management software for managing excavation requests. BOSS811 is an affordable and flexible solution that helps streamline utility requests, increase productivity, reduce risks, and prevent damages. Public works departments and utility companies trust our software to deliver efficient and actionable insights for damage prevention. We invite you to contact us to learn more and schedule a demo of BOSS811. Let us help you protect your underground infrastructure and keep communities safe.

May 10th - 12th, 2023 Last Chance to Register Act Now! DISCOVER THE DIFFERENCE at the next BOSSSDesk user conference being held at the modern, upscale Atlanta Marriott Buckhead Hotel & Conference Center. ​ Join us for a power packed two day seminar full of opportunities to network with your peers, get hands-on training and attend discovery sessions designed to help users learn new ways to leverage BOSSDesk and maximize efficiency. Discover what's trending with BOSSDesk's technology and meet with our award-winning team, face to face. REGISTER TODAY! We hope to see you soon! Discover The Difference BOSSDesk User Conference DISCOVER THE DIFFERENCE 2023 USER CONFERENCE DISCOVER WHAT'S AHEAD FOR BOSSDesk! ​ DISCOVER THE DIFFERENCE is a two-day premier user conference that brings IT Service Management and Help Desk professionals together to discover and help drive BOSSDesk developments. Join us to connect with the BOSSDesk team and others from the IT Service Management and Help Desk community. During the user conference, you'll discover how to improve efficiencies using BOSSDesk enhancements and integrations while networking with experts and peers on how to stay ahead of the curve with result-based strategies. ​ Share & learn through hands-on interactive workshops, gain a new perspective on old and fresh features, and discover how other BOSSDesk innovators excel in service with BOSSDesk! ​ DISCOVER THE DIFFERENCE with BOSSDesk! REGISTER TODAY DISCOVER THE DIFFERENCE ITSM & HELP DESK User Conference Coming soon to the: Atlanta Marriott Buckhead Hotel & Conference Center BOOK HOTEL Discover Industry Specific Think Tanks Discover Interactive Breakout Sessions Discover Product Enhancements & Roadmaps Discover One on One Networking and Reception Don't Miss Out! Catch up with BOSSDesk at DISCOVER THE DIFFERENCE 2023 A Strategic Overview Define your vision for the future and identify your organization's goals and objectives. A BOSSDesk Discovery Learn how to take BOSSDesk to new levels with powerful integrations. The Journey Ahead Listen in on the history of BOSSDesk and product roadmap discussions. Building Service Catalogs Discover how to build better Service Catalogs from BOSSDesk technicians, live. BOSSDesk Advanced Workflows Live discussion on advanced workflow processes & automations. Upscale Location & Events Book at group rates and enjoy upscale dining and networking in beautiful Buckhead, Atlanta. Inspiring Insights from In dustry Experts: ​ ​ Ronnie Barrett brings a wealth of experience and expertise as the Director of Information Technology for the City of Marietta, GA and Marietta Board of Lights and Water. With over a decade of leadership in this role since 2010, Ronnie has successfully managed all software systems for the city and the Marietta Board of Lights and Water. Prior to his directorship, he served as the Systems Manager for the city of Marietta for 4 years. Ronnie also has experience in the academic sector, working as a Systems Research Analyst for a University where he provided training on Geographic Information Systems to Local, State, and Federal Law Enforcement Agencies. Ronnie holds a bachelor’s degree from Kennesaw State University and a master’s degree from Georgia State University. As a long-time resident of Cobb County since 1993, Ronnie and his wife are proud parents of two daughters. Allen Saylor is a seasoned professional in the field of information technology, currently serving as the Assistant Vice President for Information Technology (AVP of IT), Chief Information Technology Officer (CIO), and Chief Technology Officer (CTO) at Abraham Baldwin Agricultural College. With over 20 years of experience, Allen is well-versed in various aspects of IT, including internet security, educational technology, and distance learning. In addition to his role at Abraham Baldwin Agricultural College, Allen also teaches part-time for DeVry University and Southern New Hampshire University. He holds a Master of Science in Information Technology (Internet Security) and a Bachelor of Science in Information Technology (Educational Technology – Distance Learning). Allen is also highly certified, with 15 industry-recognized certifications that showcase his expertise. He was featured in Toggle Magazine, and his favorite quote, "Grit is passion and perseverance for very long-term goals," by Angela Lee Duckworth, reflects his dedication and tenacity in achieving success. We at BOSS Solutions strive for sustainability and innovation in an ever evolving ITSM landscape. If you believe in delivering a consistent employee experience without compromise, then this is a conference you don't want to miss! Attend and learn everything about this new era of BOSSDesk transformations. Please submit the form below to register for our 2023 BOSSDesk DISCOVER THE DIFFERENCE user conference! 2023 UC Form Register for DISCOVER THE DIFFERENCE 2023 Today! To register for DISCOVER THE DIFFERENCE user conference please complete and submit the form below! We will keep you informed of additional conference details as they are finalized. First Name Email Title Phone Last Name Company Address 2023 Conference Fee Please Select arrow&v Payment Options Choose payment type: arrow&v Submit to Register Thanks for registering for DISCOVER THE DIFFERENCE 2023. We'll contact you by email with additional conference details and registration confirmation. Discover The Difference with BOSSDesk! Here's a sneak peek into our agenda: ​ ​ May 10th - Social Hour starting at 6 pm. May 11 - Discover the Difference - BOSSDesk Interactive Sessions and Workshops starting at 8 am and ending at 4 pm. May 11 -Special Evening Event with dinner at 6 pm. May 12 -Discover the Difference - BOSSDesk Interactive Sessions and Workshops starting at 8 am and ending at 3 pm. May 12 - 3 pm - Close of Conference ​ ​ We've been busy advancing our services and products over the last two years and now we're back and ready to share new product developments and future initiatives with all BOSSDesk end users. Atte ndee s will discover how our solutions and services coupled with our partnership, enable organizational transformations. ​ To allow more of you to participate and benefit from the confer ence, we have kept the conference fee at an affordable $850 for the first attendee from your organization and $425 for any additional attendee. This fee includes all meals, conference materials, and special Wednesday and Thursday evening entertainment events. To register for the conference, submit the form below, and don't forget to book your hotel room at the luxurious Atlanta Marriott Buckhead Hotel & Conference Center. UC Guest Spakers

The BOSSDesk™ 2023 DISCOVER THE DIFFERENCE User Conference May 10th - 12th, 2023 BACK Your registration for the conference includes breakfast, lunch, and breaks for Thursday and Friday, as well as Wednesday and Thursday evening's BOSS events. Breakfast and lunch will be served between 7:30 am and 8:30 am in Buckhead Ballroom A. We are glad that some of you may be bringing your families/guests with you to Atlanta. Please note that all attendee conference meals will be held in Buckhead Ballroom A. Your families/guests will not be able to join us in the conference area but are welcome to have their meals in the Lenox Grille of the hotel or elsewhere. If you would like your family or guests to join us for the Thursday evening event, the cost is an additional $150 per person. This can be paid to NormaJean no later than Thursday morning during registration by cash or check, but she will need to have a reservation by Tuesday, May 9th, so they can be included in our final count for the event. Discover The Difference Meals & Dining Information Discover Industry Specific Think Tanks Discover Interactive Breakout Sessions Discover Product Enhancements & Roadmaps Discover One on One Networking and Reception Thank you for discovering the difference with BOSSDesk. To play, press and hold the enter key. To stop, release the enter key.

Powerful ITSM, Help Desk and 811 Ticketing Systems Turning Ticket Management into an Exceptional Customer Experience Address complex IT issues, like self-service , workflow automatio n , incident management, asset management and underground utility damage prevention with BOSS' ticketing management software. Explore BOSSDesk Explore BOSS811 PRODUCTS BOSSDesk for ITSM Cloud and on-premise in one platform Help Desk Ticketing Incident, Change and Problem Management Enterprise-Wide Automation of IT processes Comprehensive Service Catalog Integrated Asset Management IT Self-Service Portal Mobile apps for ITSM on the go Get Started With BOSSDesk An integrated Help Desk Ticketing and Asset Management platform for providing easy and efficient Customer Service and Customer Support ticket resolution PRODUCTS BOSS811 for Damage Prevention Call Before You Dig Ticket Management 811 One Call Center Integration Facility Mapping & Annotation Alerts and Notifications Manifest Marking Solutions with virtual maps Mobile Apps for Ease of Use in the Field ArcGIS Map Integration Driving Directions Optimized for Locators Get Started With BOSS811 Modern, Easy To Use, 811 One Call Utility Locate Ticketing Solution for safe digging One Award-Winning Platform, Many Features and Benefits CUSTOMERS What Our Clients Say "The best helpdesk software I have used in my 20+ years of helpdesk experience. The deployment capabilities and the reports help reduce my workload by at least 60%." Van M. FORSYTH COUNTY, GA Read more reviews on Capterra NEWS & EVENTS Discover What's New at BOSS! From innovative solutions for any industry to inspiring events, and an award-winning U.S.-based customer support team, we have all sorts of content to help you grow and receive the best possible customer experience. Register for our Next Q&A with the BOSSDesk Team and Level Up Your Help Desk. Welcome to the BOSS811 On-Demand Video Library Resource Hub. Listen to our latest webinar, 10 Ways to Turbo Charge Your Help Desk. CUSTOMER STORY The City of San Jose Saves Millions $ with BOSS811 One Call Ticket Management Find out how the city replaced an antiquated computer-based one-call ticket management system with a modern solution that could better manage their ever increasing demand for service from underground marker & locate crews. See Customer Story