How to Start and Manage a Help desk

How to Start and Manage a Help desk

Help Desk
First, you need to understand what is the end goal, otherwise, time, effort, and money would be spent unwisely. You could opt to implement a support system built entirely around individual requests from customers. Alternatively, you could choose to prioritize thinking in the long-term (e.g. business expansion) and implementing such things as automated responses, a vast knowledge base, etc. One more thing to decide is whether the support system would serve customers, employees or both โ€“ in other words, you need to decide the audience/the scope. A joint support system for in-house workers and customers would require different authorization levels. Finally, one should decide which communication channel would be used to create inquiries/tickets โ€“ the workflow or the forms could be adapted accordingly, depending on this. Obviously, a modern company…
Read More