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The 6 Skills You Need for Top Helpdesk Staff

The 6 Skills You Need for Top Helpdesk Staff

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.

Tips for Managing a Successful Internal Helpdesk Team

Tips for Managing a Successful Internal Helpdesk Team

Your internal helpdesk provides a vital service for the company.
10+ Best Canned Responses for your Help Desk

10+ Best Canned Responses for your Help Desk

"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.
What You Need to Know About GDPR and Helpdesk Software

What You Need to Know About GDPR and Helpdesk Software

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.

What’s the Difference Between ITIL and ITSM?

What’s the Difference Between ITIL and ITSM?

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.
Product update: Jitbit Helpdesk Gets a Dark Theme

Product update: Jitbit Helpdesk Gets a Dark Theme

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...

How to Create a Customer-Centric Knowledge Base

How to Create a Customer-Centric Knowledge Base

Your organization is always being judged on how well it provides customer service.
Fundamentals of an Excellent Helpdesk Experience

Fundamentals of an Excellent Helpdesk Experience

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.

5 Things You Can Learn From Your Ticketing System Reporting

5 Things You Can Learn From Your Ticketing System Reporting

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.
Customer Service Expectations in 2020: What You Should Know

Customer Service Expectations in 2020: What You Should Know

“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.

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