Mar 30 2020
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
Mar 24 2020
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...
Mar 16 2020
Your organization is always being judged on how well it provides customer service.
Feb 17 2020
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.
Feb 2 2020
How does your company track and measure the effectiveness of your ticketing
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
Jan 18 2020
“Operator,” “representative,” “human
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.
Jan 4 2020
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.
Dec 21 2019
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.
Dec 8 2019
How you deal with your support tickets determines a lot of things:
- How the customer views you
- Your company's reputation
- Your support staff's workload
- And much more
Nov 25 2019
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.