Helpdesk - assistance for customers and users
What is the Helpdesk?
The helpdesk is the main point of contact where a company provides information, resources and assistance to its users and customers. Most helpdesk systems are staffed by technically proficient agents versed in the company's products and services. They are trained to address the wide variety of issues that users report.
Zendesk gives agents the tools they need to build strong relationships with customers and collaborate efficiently with co-workers.
Ad hoc support
For each issue reported, the agent creates a new ticket in the helpdesk software. All activities - conversations, phone calls, email, requests - are recorded and saved in the ticket. Often, agents provide customers with the unique ticket number. That allows them to search for, access and update the ticket through a self-service portal using their computer or mobile device.
Software often includes access to technical support and the company's knowledge base.
Help starts now
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