Knowledge Base
What is a Service Owner in ITSM? If you're wondering what is a service owner in ITSM, the answer lies at the core of IT service accountability and governance. In…
What is Shift-Based Helpdesk Support? Shift-based helpdesk support refers to a support model where helpdesk agents work in predefined, rotating, or staggered shifts to ensure continuous IT support coverage —…
What is 24x7 IT Helpdesk Support? 24x7 IT helpdesk support refers to a helpdesk service model that is available 24 hours a day, 7 days a week, including weekends and…
What is Onshore vs Offshore Helpdesk? Onshore vs offshore helpdesk refers to the comparison between two types of outsourced IT or customer support teams: Onshore Helpdesk – Support teams located…
What is White-Labeled Helpdesk Support? White-labeled helpdesk support refers to third-party IT or customer support services that are fully branded and presented as your own company’s support team. In this…
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…
