Help desk is an automated way to perform customer service tasks—primarily troubleshooting and resolving a variety of customer issues. Help desk software provides an organized and simplified way to deliver customer support, and it integrates functionalities relating to how customer requests and inquiries are received, processed and resolved. Much of the functionality of help desk software is automated, which can increase not only the customer experience but the overall efficiency and productivity of a business.
Some of the features that stand out as being a top priority when selecting help desk software include ticket management and tracking, as well as how tickets are escalated, reassigned and generally passed through the operational system. Also important are databases compiling incidents that occur, the ability to access metrics and data to gain a larger look at what’s happening with customer issues, and an interface that’s intuitive and easy to use.
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