Knowledge Base
What is Ticket Volume Analysis in Helpdesk? Ticket volume analysis in helpdesk refers to the process of tracking, measuring, and evaluating the number of support tickets received, handled, and closed…
What is Response Time in Helpdesk? Response time in helpdesk refers to the average time taken for a support team to respond to a customer’s initial request for assistance. It…
What is ISO 27001 Helpdesk Compliance? ISO 27001 helpdesk compliance refers to aligning IT support and helpdesk operations with the ISO/IEC 27001 standard — an internationally recognized framework for Information…
What is SOC 2 for Helpdesk Providers? SOC 2 for helpdesk providers refers to aligning IT support and helpdesk operations with the System and Organization Controls 2 (SOC 2) framework…
What is GDPR compliance in helpdesk?GDPR compliance in helpdesk refers to aligning helpdesk operations with the General Data Protection Regulation (GDPR) — a data privacy law enforced by the European…
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…
