Knowledge Base
What is a helpdesk support process workflow?A helpdesk support process workflow is a structured sequence of steps that IT teams follow to manage, track, and resolve technical issues or service…
What is tiered helpdesk support?Tiered helpdesk support is a structured approach to IT or customer support where issues are handled at different levels (tiers) based on their complexity, urgency, and…
What is multilingual helpdesk support?Multilingual helpdesk support refers to the capability of an IT or customer service helpdesk to provide assistance in multiple languages, ensuring users receive help in their…
What are IT support channels?IT support channels are the various communication methods through which users can reach out to IT teams or helpdesk agents to get assistance with technical issues.…
What is call deflection in helpdesk?Call deflection in helpdesk refers to the strategic use of automation, self-service tools, and knowledge resources to reduce the number of inbound support calls or…
What are Helpdesk KPIs?Helpdesk KPIs (Key Performance Indicators) are measurable values that help organizations assess the efficiency, responsiveness, and quality of their helpdesk support services. These metrics provide actionable insights…
Helpdesk software is a digital solution designed to help businesses manage customer or employee support interactions, including ticket tracking, communication, escalation, and resolution workflows. It centralizes support requests from multiple…
What is a service catalog in ITSM?A service catalog in ITSM (IT Service Management) is a centralized and structured list of all IT services that an organization offers to its…
What is desktop support?Desktop support refers to the technical assistance provided to end users for their personal computing devices, including desktops, laptops, printers, and peripherals. It is a crucial component…
What is IT operations?IT operations refers to the daily processes and activities involved in managing, maintaining, and supporting an organization's IT infrastructure. This includes overseeing hardware, software, networks, data centers,…
