Knowledge Base
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 be resolved at the current level. It is a core component of tiered support models and ensures that complex, urgent, or unresolved issues are addressed […]
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 related to an incident or service failure. These are typically planned, routine, and low-risk requests—such as password resets, software installations, or access to shared drives.
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 from minor glitches to major outages, and they directly affect users’ ability to access or use technology services as intended. Understanding what is an incident
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 follow-up calls, escalations, or additional touchpoints. It reflects the ability of a helpdesk or support team to deliver quick, effective, and efficient service from the
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 measured in terms of response time, resolution time, and overall service quality. SLAs help ensure accountability and transparency between service providers and users by defining
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. Whether it’s a technical glitch, password reset, billing question, or feature request, each interaction begins with the creation of a support ticket to log, track,
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 issue is converted into a “ticket” — a record containing details such as the user’s problem, its status, priority level, assigned agent, and resolution history.
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 issues that cannot be resolved by L1 or L2 teams. L3 support is typically provided by experts, senior engineers, developers, or product teams who have
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 be resolved by the Level 1 (L1) support team. L2 support agents typically have a deeper understanding of systems, software, and troubleshooting techniques, and they
What is L1 Support? Learn how first-level IT support helps resolve basic technical issues, improves response time, and enhances the overall helpdesk experience.
