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Helpdesk
The latest News and Information on Helpdesk, Service Desk, IT Helpdesk.
The Complete Guide to Choosing An Online Helpdesk
This is a sneak-peek of all the things that are in store for you in this guide. By the end of this guide, you should have answers to these questions: What is an online helpdesk and why do I need one? What kind of online helpdesk is best for my business? ITSM or customer support? Hosted or on-premise? How do I put together a feature list? What if I have no idea what I need?
Why you should choose a ticketing system over email
In this whitepaper, we discuss, for those businesses, the advantages a helpdesk has over email and lay out just how easy it can be to win customer love.
Five worthy reads: Top-notch customer service with chatbots
Five worthy reads is a regular column on five noteworthy items we’ve discovered while researching trending and timeless topics. This week, we explore how chatbots decode the mysteries of customer engagement.
Live Demo: IT Business Management
Demo of ServiceNow IT Business Management.
Game Changer for Omnichannel Retail
The key to winning in today's 'Age of the Customer' centres on the staging of hyper-personalized, meaningful experiences throughout the entire omnichannel customer journey. To achieve this requires an integrated customer-excellence vision that bridges the divide between the physical and digital worlds.
Customer support agent's starter kit to Efficient Customer Service
To the outside world, customer service agents are the face of any business. They influence how people perceive brands and are directly responsible for the retention and churn rates for any organisation. This is not an easy responsibility to shoulder, especially if you're new to the industry.
5 game-changing tips for automating your bug tracking in Jira Service Desk
Bug tracking is hard. Once more for your boss in the back. Bug tracking is hard! The support agent to developer handoff is a crucial yet an easily mishandled exchange. That’s bad news if you’re striving for low time-to-resolution targets and happy customers. Luckily, Atlassian and its app vendors provide an array of tools that can help you automate your bug resolution workflows to improve speed, consistency, and communication.
Start managing Active Directory from your help desk with the new AD management plug-in
ServiceDesk Plus users can now use an AD management plug-in to create and manage Active Directory (AD) users from the ServiceDesk Plus console. This plug-in will automatically add all AD user management actions to this help desk tool’s service catalog. Beyond technicians logging into ServiceDesk Plus to execute requests, regular users can access the tool to raise requests for user management actions.
Stop support tickets in their tracks with Jira Service Desk and Statuspage
Nothing puts a drag on IT service teams and customer support teams like answering the same question across multiple tickets. Outages and incidents have a way of sending these teams an avalanche of duplicate tickets. During a service interruption, tickets start flying in, the team can’t keep up, and end users have a bad experience made even worse.