Knowledge Base
What is a knowledge base? A knowledge base is a centralized, searchable repository of information that provides self-help resources to users, support agents, and employees. It contains FAQs, how-to guides,…
What is escalation in helpdesk? Escalation in helpdesk refers to the process of transferring a support ticket or issue to a higher level of expertise or authority when it cannot…
What is a service request? A service request in IT support refers to a formal request from a user for access to a service, information, or support that is not…
What is an incident in IT support? An incident in IT support refers to any unplanned interruption to an IT service or a reduction in its quality. Incidents can range…
What is First Call Resolution? First Call Resolution (FCR) is a key support metric that measures whether a user’s issue is completely resolved during the first interaction—without the need for…
What is SLA in helpdesk? A Service Level Agreement (SLA) in helpdesk is a formal, predefined agreement that outlines the expected level of service a support team must deliver—most commonly…
What is a support ticket? A support ticket is a formal record of a user’s request for help, issue report, or service inquiry that is submitted to a support team.…
What is a ticketing system? A ticketing system is a software solution used to log, manage, track, and resolve support requests or incidents within an organization. Each user query or…
What is L3 Support? L3 Support, or Level 3 Support, is the highest tier of technical assistance in an IT support hierarchy. It handles the most complex, rare, or critical…
What is L2 Support? L2 Support, or Level 2 Support, refers to the second tier in a multi-level IT support structure. It involves handling more complex, technical issues that cannot…
