Help desk software: Difference between revisions

Revision as of 15:13, 1 January 2020

Revision as of 20:07, 5 February 2020

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Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles. It may accommodate multiple points of contact; a working dashboard; and analytics section. It may also have a feature that allows agents to escalate issues to a higher level.

More advanced help desk applications feature [[Online chat|onlineweb chat]], insights and analytics, automated processes, multiple contact channels, reporting tools, collaboration tools, and a CRM feature.

==Benefits==