Apr 6 2021
Tagging is the bane of many support teams' existence. Do you do it manually? Use Zapier to build automated tagging? Use a dedicated tool to tag tickets based on customer sentiment? Set up daily reminders to make sure tagging actually happens? There are so many options—it can feel overwhelming!
Feb 20 2021
Privacy and security of our customers are our topmost priority. Here's what we've been busy with lately:
Feb 15 2021
In the world of help desk software, we always want to stay on top of what’s happening in customer service.
Feb 3 2021
Are you still using a shared inbox for the help desk or support function?
It’s common for businesses to implement a shared inbox during the early stages, especially while their operation is still small. Shared inboxes can work while you’re still small enough to manage volumes, but often start to fall apart as you get busier.
Jan 18 2021
The help desk is a hub for many activities.
Primarily, it’s about providing excellent service or support to customers and users. However there’s another worthy cause your help desk is in a prime position to assist with: gathering insights that can help make improvements within the company.
In fact, you could say that doing so is optimizing how you use help desk resources. Actionable insights could make a huge difference and help your company to take a proactive stance.
Jan 6 2021
We love operating in the IT world, but it's definitely full of jargon!
In the space of help desks or service desks (the two terms are often used interchangeably), a commonly asked question is, what is an enterprise help desk?
Dec 23 2020
Your help desk or service desk is often the first port of call for customers or the users that you serve.
Dec 7 2020
Change can be scary. When you get comfortable and familiar with a particular process, it can feel strange to move beyond what you’re used to. While certainly different from the older way of doing things, automation creates a better experience for your team and your customers alike.
Nov 30 2020
What are the bottom-line factors that tell you if your help desk is doing a good job?
When you look at it from a business-growth perspective, customer satisfaction and experience are the keys to success. What you do directly impacts how customers view the company and whether they stay with it.
Nov 23 2020
How busy has your help desk been lately?
Many companies have found that the workload on their agents has increased considerably,
especially over the pandemic and with more people working remotely. Even under normal circumstances, the help desk
agent roll is often a pressure cooker.