May 24 2020
Weekend sluggishness explained
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.
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.
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.
Your internal helpdesk provides a vital service for the company.
"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.
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.
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.
