Por Que Você Deve Tornar Seu Helpdesk um Jogo?

Do you remember how many hours you spent eating Pacman dots, fitting pieces in Tetris and desperately trying to get Ryu to launch Hadouken in Street Fighter? That feeling of euphoria when you have 10 seconds left to finish the game and you’re missing out on a very small difference? That feeling that made you come back and try harder and harder?

Games have this power to engage us in a way like no other. They lead us to do things like sit at a table and think hard for hours and hours. Strategy, competition, achievement – games have this role of challenging and thrilled us. They can even turn the boring tasks into a very interesting and engaging thing.

So why not apply this magical ability of the games to our daily life?

What if we applied the mechanics of games to everyday tasks? Are not we going to do the day-to-day tasks with greater vigor? Have fun trying to reach goals?

To be fair, it’s not that people have not thought about it before. The use of game strategies to business tools is really old – remember when “Clippy” congratulated you for certain actions within Microsoft Word?

Clippy may not be around anymore, but the idea of systems involved with game mechanics remains in the pipeline. With points, levels, missions and leaders, such systems are responsible for behavioral changes that are so much more than just making work fun. They are responsible for creating user rewards, and promoting the company’s business goals.

Want to try gamification on your helpdesk? In the series Achievement Unlocked , we will show you how this process works.

A scoring system

When you are “gamifying” a process, the first game mechanic that must be introduced in your process is a scoring system.

Just as games give players the incentive to continue in history and by completing tasks, a good scoring system will improve the performance of their analysts. Everyone will earn points for accomplished actions and work transparently to meet the goals of the company. When it takes a company change or change in some process that requires a lot of effort from your team, seven goals and points for the activity to be completed and everyone to take the process into play and have fun – although it is stressful at times , Since every change causes discomfort.

For a support team, these mechanisms would be directed at improving key metrics such as resolution time, solved tickets, customer satisfaction index, etc. So how do we begin to change everyone’s behavior so that the team works toward a common goal?

Define business metrics

As simple as it sounds, simply setting the key business metrics will help you understand how to start assigning scores according to actions. For a support team, these would typically be the key metrics:

  1. Ticket resolution time
  2. Resolution on first call
  3. Number of tickets resolved / Incoming calls
  4. Customer Satisfaction Indexes

Ranke Actions

Sort these metrics by criterion of importance so that your scoring system reflects your priorities and the team works the right way. Let’s say your customer satisfaction index is the most important metric for your business, and the number of tickets settled on the first call is not that important. You would rate the metrics as follows:

  1. Customer Satisfaction Indexes
  2. Number of tickets resolved / Incoming calls
  3. Ticket resolution time
  4. Resolution on first call

Set Score

Now that you’ve already decided what actions you want to reward, and the priority of each action, you can start setting punctuation to actions. That way, if customer satisfaction is more important to you than resolution time, you can give 20 points for positive survey feedback and 10 points for ticket resolution within the SLA. Your team will prioritize actions that bring a greater “return.” When you want team performance to take a different turn or focus on another point, all you have to do is change the score, and believe it, they will adapt to the new score, giving priority to what you think it should be given away.

If you use Freshdesk, you can set the punctuation by entering the values in the Game section of the Administrator tab.

Chat about game mechanics

As much as setting up the scoring mechanism helps in the performance of your team by setting priorities and goals, you should still sit with them and talk. Just the act of meeting with them to talk about the priorities of the month and the desired results will greatly boost performance and help direct efforts toward the right things. This conversation makes everyone stand on the same page and work toward goals as a team. In this way, the chances that analysts will perform only some types of tasks, in order to accumulate points only, will decrease. If they know that they play a key role in the company, and that every action they do is critical to the performance of the entire team, agents will work to achieve the goals of the whole team, not just personal performance.

So if you’re only focusing on ticket resolution, change the punctuation settings right now, and hold a meeting to let everyone know what the main goals are.


Now that everything is ready, let the games begin! In Freshdesk, the results already start to appear with minimal settings, and everyone can see how they are doing in the ranking table.

Congratulations on completing the round 1 Achievement Unlocked – see you again in round 2. Next time we will learn how to have your analysts leveling up with you in as they work hard to collect points.

In addition, we would like to hear from you, that you are already using gamification in its support. Which scores work for you? Take a print and post in the comments below! Also remember to share this article with your friends, if it has helped you to understand a little better how a gamification works in a helpdesk.