What Are Managed Helpdesk Services? Managed helpdesk services refer to comprehensive, vendor-operated IT support solutions where a third-party provider takes full responsibility for setting up, running, and maintaining the entire…
What Are Outsourced Helpdesk Services? Outsourced helpdesk services refer to the practice of delegating IT support or customer service functions to a third-party provider, often located off-site or offshore. Instead…
What is Ticket Reopen Rate in Helpdesk? Ticket reopen rate in helpdesk refers to the percentage of support tickets that are reopened after being marked as resolved or closed. This…
What is Ticket Backlog in IT Helpdesk? Ticket backlog in IT helpdesk refers to the accumulation of unresolved or unaddressed support tickets that have not yet been closed, responded to,…
What is NPS in Helpdesk? NPS (Net Promoter Score) is a customer loyalty and satisfaction metric used widely in IT support and customer service environments. If you're wondering what is…
What is Ticket Volume Analysis in Helpdesk? Ticket volume analysis in helpdesk refers to the process of tracking, measuring, and evaluating the number of support tickets received, handled, and closed…
What is Response Time in Helpdesk? Response time in helpdesk refers to the average time taken for a support team to respond to a customer’s initial request for assistance. It…
What is ISO 27001 Helpdesk Compliance? ISO 27001 helpdesk compliance refers to aligning IT support and helpdesk operations with the ISO/IEC 27001 standard — an internationally recognized framework for Information…
What is SOC 2 for Helpdesk Providers? SOC 2 for helpdesk providers refers to aligning IT support and helpdesk operations with the System and Organization Controls 2 (SOC 2) framework…
What is GDPR compliance in helpdesk?GDPR compliance in helpdesk refers to aligning helpdesk operations with the General Data Protection Regulation (GDPR) — a data privacy law enforced by the European…
