Take your Gamified Helpdesk to the Next Level

Written by on September 13, 2016

Welcome to round 2 of the Achievement Unlocked series on helpdesk gamification! We promised we’d talk about setting up levels this time; it’s only the natural next step after setting up a scoring mechanism.

You’re probably enjoying competing with fellow agents on the leaderboard, but as the days go by, you might find yourself needing more than just points to feel motivated to continue gaming. Sure, it feels great to reach the first 100, 500 and 1000 points, but you can’t blame yourself if 2500 doesn’t excite you when you get to it. Gamification can greatly motivate productivity, but if it’s limited to scoring points, the rewards of gaming to produce better work can get old pretty fast.

Points to your name may speak to how well you know your job, but after a while, numbers start to lose meaning. Players need to feel like they’re making progress in their level of expertise in the game to stay engaged. Levels let you know that you’ve earned enough points to go from being a beginner to being a guru at your job, adding that extra dollop of meaning. You feel accomplished and motivated to do even better when you experience that very human joy of knowing you’ve learned and mastered something.

Level up

However, this beauty of a game mechanic needs to be implemented just right for it to work to its full potential. So let’s talk about how to do that.

Setting up levels for your helpdesk

Are you ready to set up levels in your gamified helpdesk? We’ll take you through every step of the way, but first, these are a couple of guidelines to keep in mind:

Levels should be exponentially spaced
What can rev your engines more than acing a level and knowing the next one is going to challenge you even more? Keep successive levels increasing exponentially in difficulty to keep the game evenly interesting to the player at all points in time. Amping up the difficulty of each level pushes the player to learn more, perform better and work up a healthy appetite for more learning. You can achieve this exponential rise in difficulty by sufficiently spacing out levels in terms of scores, or by defining time periods within which points for a level are to be earned.

Levels should be achievable
It’s no fun if the only way you can level up is by getting a score so ridiculously high you know you can’t reach it. While it makes sense to test and challenge the player through gamification, there won’t be any rise in productivity if the challenge is beyond the player to begin with. When designing levels, be sure to keep in mind factors like time and the percentage of users who should progress to the next level to ensure that no one is left behind until the highest levels. While only the best and most loyal players may be able to reach the highest levels, others should still be able to move up the ladder.

Now that we’ve got the basics down, let’s have a closer look at how you can set up levels in your helpdesk. Freshdesk has these levels and provides a way to configure levels inside the helpdesk:

  • Beginner
  • Intermediate
  • Professional
  • Master
  • Expert

Agents’ names will show their respective levels next to them in the helpdesk. So as we discussed earlier, it’s choosing how to configure your levels that really makes the difference. You want a configuration that suits your unique needs, depending on a number of factors from how many tickets you can expect to solve in a month, to what your benchmarks for scoring are. What score is too much, what score is too less, and what’s the perfect number that will keep you vying for more, without getting discouraged?

You could always use the generic gamification levels in Freshdesk with default scoring configuration that works for most companies. But as Goldilocks knew only too well, sometimes, you’ll only know when you try out all your options.

Configuring agent levels on Freshdesk

As you can see, the default level configuration is designed to keep each level achievable yet exponentially spaced from its neighboring levels. If it’s 5 points to solve a ticket and 10 for a happy customer, you’d need to solve about 10 tickets with 5 happy customers to become a “beginner”, which would be a great start for a day or two on the job. You’d then need to solve 300 tickets with a 100 happy customers to become “intermediate”. This could be meant to be achieved in the first 45 days. As you keep playing, earning more points and completing higher levels, the tempo of the game increases to keep you on your feet.

Levels are designed thus to keep you fighting harder to progress, each time becoming more and more challenging.

We hope you have fun gaming at work, with levels cranking up a the heat. Stay tuned to the Achievement Unlocked series for more!

Subscribe for blog updates