What is CSAT in helpdesk?CSAT (Customer Satisfaction Score) in helpdesk refers to a key performance metric that measures how satisfied users or customers are with the support they received. Typically…
What is resolution time in helpdesk?Resolution time in helpdesk refers to the total time taken to resolve a user’s issue or support ticket, starting from the moment it was reported…
What is change management in ITSM?Change management in ITSM is the structured process of planning, reviewing, approving, implementing, and documenting changes to an organization’s IT infrastructure or services. The goal…
What is incident management in ITSM?Incident management in ITSM refers to the structured process of identifying, recording, and resolving unplanned service interruptions or issues that degrade IT service quality. The…
What is a support agent?A support agent is a professional responsible for assisting users or customers in resolving technical issues, answering queries, and ensuring smooth service delivery. Support agents serve…
What is a helpdesk chatbot?A helpdesk chatbot is an AI-powered virtual assistant that interacts with users through automated chat interfaces to answer questions, resolve common issues, and guide users—without needing…
What is remote support?Remote support refers to the ability of IT support teams or technicians to access, diagnose, and resolve a user's issue without being physically present. This is typically…
What is ITSM?ITSM, or IT Service Management, refers to the strategies, processes, and tools used to design, deliver, manage, and improve IT services within an organization. Rather than just focusing…
What is ITIL?ITIL, or Information Technology Infrastructure Library, is a globally recognized framework of best practices for delivering high-quality IT service management (ITSM). It provides organizations with standardized processes, roles,…
What is omnichannel support?Omnichannel support refers to a customer service approach where multiple communication channels—such as phone, email, live chat, social media, and self-service portals—are integrated into a single, seamless…
