Help Desk Service Level Agreement (SLA) and Service Catalog
The first step in creating a Help Desk Service Level Agreements (SLA) is to create a Service Catalog. At the most basic level, a service catalog provides a list of…
Software maintenance costs and best practices
As the twenty-first century advances more than 50% of the global software industry is engaged in modifying existing applications rather than writing new applications. This fact by itself should not…
Motivating help desk personnel
Transition to a competitive environment The motivation is one of the great challenges of managing helpdesk. Keeping morale among support staff and encourage them to strive for continuous improvement is…
Customer Service Software for Online Business
Customer service software has gained significant traction among online business enterprises. There are various advantages that can be realized by utilizing such solutions to streamline service operations. This software is…
Support ticket categorization and classification
One of the challenges associated with logging a customer request is a ticket classification; a ticket must be accurately classified in order to set the basic for further resolution process.…
Help Desk Software Automation with Workflow Engine
Automated help desk software is one of the pillars of successful customer service and support. As their businesses grows, companies realize the necessity of having an automated help desk system…
Knowledge Base as the Foundation of Helpdesk Software
Each customer support center needs a helpdesk software solution to ensure a good starting position in the customer satisfaction game. One of the most important resources needed to improve customer…