Help Desk Closed

Every service desk should have standards, metrics and SLAs that they monitor and strive to live up to.
You could argue that no metric is more important than the impression of your users. They’re why you exist, right?
In service desk language, the drive to collect feedback and improve is often referred to as “experience management.” Customer experience forms one part of the overall experience to be managed (employees are counted too), but it’s a major part....

Helpdesk ticket priority levels are the definitions your support team uses to determine how quickly a ticket needs to be handled, along with any escalation steps that need to be taken.
Setting up priority levels correctly can drive team urgency, power automations, and get customers their answer quickly. If you're not using priority levels, customers with urgent issues might be waiting longer than they need to. Plus, you're not giving...

How did you operate a support or helpdesk environment in the early days of your business?
For many companies, starting out with a shared inbox is the norm. All helpdesk emails go to a common email address and multiple employees have access to that inbox....

Today’s enterprise help desks are seeing some huge shifts in how they operate.
New technologies are being developed constantly, allowing for broader services and more intelligent monitoring. Priorities have been changing too, particularly with more of a focus on the employee experience of the help desk....