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Posts by Vicky Dean

  • Help Desk software for small business: is it worth it?

    Published on 31st October 2011

    What is a help desk?
    A help desk is put in place by a company to provide technical support to their customers. A customer will either call or email the help desk and they will be allocated a unique number, usually called a ‘ticket’. The ticket is then internally assigned to a member of staff who is responsible for ensuring that it is dealt with promptly and in the correct manner. If the member of staff cannot resolve the problem then the ticket gets reassigned to someone in a more senior position. Managers can use the helpdesk software to monitor staff response times and the level of customer service that is provided.