Jul 6 2020
Do you often receive feature requests through your support desk?
If your company sells software or other services, there's a high chance that people will come to you with their ideas for what they'd like to see you do next. The question is, what do you do with those suggestions?
Jun 22 2020
Every service desk should have standards, metrics and SLAs that they monitor and strive
to live up to.
You could argue that no metric is more important than the impression of your users.
They’re why you exist, right?
Jun 14 2020
Helpdesk ticket priority levels are the definitions your support team uses to determine how quickly a ticket needs to be handled, along with any escalation steps that need to be taken.
Jun 8 2020
How did you operate a support or helpdesk environment in the early days of your business?
For many companies, starting out with a shared inbox is the norm. All helpdesk emails go to a common email address and multiple employees have access to that inbox.
May 26 2020
Today’s enterprise help desks are seeing some huge shifts in how they
New technologies are being developed constantly, allowing for broader services and more
intelligent monitoring. Priorities have been changing too, particularly with more of a focus on the employee
experience of the help desk.
May 24 2020
Our SaaS helpdesk was experiencing some sluggishness this Sunday and I thought I owe our customers an explanation on what was going on. So here's a quick&dirty raw post with the technical details.
May 11 2020
Your helpdesk staff play a vital role in your company.
They provide a “voice” for your users and effectively, represent your team or company’s commitment to service as a core part of their everyday work. It’s important that those people who have multiple interactions with clients have the best skills to effectively represent you.
Apr 28 2020
Your internal helpdesk provides a vital service for the company.
Apr 25 2020
"Canned responses" are pre-saved help desk messages that can can speed up your customer support preventing you from typing the same thing over and over. And it is a very common feature in many help desk systems.
Apr 13 2020
Data privacy and protection issues have been big news over the last few years.
In 2018, the European Union enacted the GDPR, a wide-reaching set of regulations with the purpose of promoting data privacy.