Overview of IT Support Software
Zendesk’s IT support software makes it possible for you to provide your technical support across tiers or levels, so that you are better able to serve a business or customer base (user base).
IT support software makes it possible for support teams provide multi-tiered support instead of a single general support methodology to deliver the best possible service to different user groups in the most efficient way. IT support is typically organized into three-tiers:
Tier 1 – Basic IT support issues, gathering the customer’s information and determining the particular support issue by analyzing problems and identifying the underlying problem.
Tier 2 – More in-depth IT support issues, usually an elevated issue that needs to be confirmed through more advanced testing and/or technical trouble-shooting.
Tier 3 – Advanced IT support issues, typically extreme backend support that needs to be addressed by an expert.
How Businesses Use IT Support Software
Zendesk’s IT support software empowers you to offer multi-channel and multi-tier IT support by providing your business with elegant and intuitive tools to organize and streamline your support ticket requests.
Using Zendesk’s IT support software, your IT support team (technicians, agents, operators) are better able to appropriately answer and/or escalate an issue (trouble ticket) and reduce customer (support ticket) response time.
Supercharge your IT Support team’s capabilities with Zendesk’s support software tools that include:
- Customer self-service knowledge base (FAQ) & support forums
- Custom automations that let your customers (users) know that your support team has received their requests
- Unique macros that answer frequently asked questions, reducing your technicians (agents) need to retype or cut-and-paste canned responses
- Configurable triggers that ensure timely response time
- Views that provide transparency into where priority tickets are in the workflow
Interested in how companies like Groupon, Lonely Planet, Foursquare & many other businesses use Zendesk’s ticketing system? Click here to read unique customer stories
Zendesk’s support desk software gathers and organizes all your customer contacts and provides your business with elegant tools to efficiently engage in each of those conversations. Empower your support desk with configurable rules, triggers, and filters that assign the right cases to the right people. Zendesk gives you the tools to cut response time and make your customers happy.
[Web support software] like Zendesk gives your support team one-click access to your customers’ complete support history. Zendesk also integrates into many of the web tools you may already be using. For example, you can now close the loop between support and sales with the Zendesk for Salesforce by sharing data across both platforms.
Zendesk is ready to use as soon as your create a new account. Use your existing domain and email addresses–Zendesk will integrate seamlessly into your architecture. Monitor and respond to all your customer requests in a matter of minutes!
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