Is your company building or expanding upon IT Service Management options?
If so, you’ll see the terms ITIL and ITSM come up with some frequency. Given that the acronyms sound so similar, there’s often confusion over what they really mean and how they function.
We have finally finished working on the dark UI theme for Jitbit Heldpesk and already deployed it to the hosted version. Not having a dark theme in a product targeted at techies and geeks is ridiculous these days, so...
Your organization is always being judged on how well it provides customer service.
What makes for an excellent helpdesk experience?
Your helpdesk is a key customer service channel; if it doesn't deliver as well as it should, you'll soon hear about it with complaints or even poor reviews.
How does your company track and measure the effectiveness of your ticketing system?
Reporting is an important feature to pay attention to because through reporting, you can gauge the “health” of your customer ticketing experience. You can track key metrics and take action to improve them.
“Operator,” “representative,” “human please!”
Customer service has come a long way in terms of available technology, but one thing remains constant: people still want service from humans! If anything, the technology we have today has helped to increase expectations from customers, particularly when it comes to getting answers or speed of service.
Are you using or leaning toward using a self-hosted ticketing system?
While many of our clients choose to use our hosted, SaaS version of our ticketing system, we also offer self-hosted for those that prefer it. Choosing this option means that you take more responsibility and control over managing it.
There comes a time in every support technician's career when they stumble into a situation they've never encountered before. Being out of familiar territory is uncomfortable, and sometimes wrong decisions are made.
How you deal with your support tickets determines a lot of things:
Zendesk is a popular choice in the help desk software market. It has integrated customer support with add ons like knowledge bases and live chatting. WIth a wide array of package choices, Zendesk has a powerful suite of tools to get any support team up and running at full-capacity.
