What is problem management in ITSM?Problem management in ITSM (IT Service Management) is a structured process aimed at identifying, analyzing, and eliminating the root causes of recurring or major IT…
What is IVR in helpdesk?IVR in helpdesk stands for Interactive Voice Response, a telephony technology that allows incoming callers to interact with a computer-operated phone system using voice commands or…
What is email support?Email support is a customer service or IT helpdesk channel where users submit their questions, concerns, or issues via email, and receive responses from support agents within…
What is live chat support?Live chat support is a real-time, instant messaging communication channel that allows customers or employees to connect with a support agent directly from a website, mobile…
What is CRM and helpdesk integration?CRM and helpdesk integration refers to the process of connecting a company's customer relationship management (CRM) system with its helpdesk or support software. This integration…
What is a helpdesk support process workflow?A helpdesk support process workflow is a structured sequence of steps that IT teams follow to manage, track, and resolve technical issues or service…
What is tiered helpdesk support?Tiered helpdesk support is a structured approach to IT or customer support where issues are handled at different levels (tiers) based on their complexity, urgency, and…
What is multilingual helpdesk support?Multilingual helpdesk support refers to the capability of an IT or customer service helpdesk to provide assistance in multiple languages, ensuring users receive help in their…
What are IT support channels?IT support channels are the various communication methods through which users can reach out to IT teams or helpdesk agents to get assistance with technical issues.…
What is call deflection in helpdesk?Call deflection in helpdesk refers to the strategic use of automation, self-service tools, and knowledge resources to reduce the number of inbound support calls or…
