A person who is creating a ticket in a helpdesk through any channel is called a requester. A requester is automatically added to the customer list in the helpdesk. Every ticket, usually, has information about the requester right next to it. This gives more context to the agents dealing with those tickets. They can know if th [..]

The time taken by the agents to resolve a ticket to the satisfaction of the customer is the resolution time. Ticket resolution time that depends on the priority of the ticket in question. Companies usually set up an SLA that defines the time within which tickets need to be resolved. When the resolution of a ticket takes a lo [..]

Every ticket with the status ‘resolved’ is called a resolved ticket. It’s the pre-final stage of the ticket lifecycle where the ticket requester’s problem has been solved, according to the agent. A resolved ticket has to be closed by the requester for the life-cycle to be complete. Normally, helpdesks have automation rules to close resolved tickets [..]

Agents work with a lot of similar tickets day in and day out. Tickets that require them to perform, pretty much, the same actions again and again and again. For example, after a major update, many customers report the same bug and agents will have to send the exact same response to everybody before closing the ticket. Scenar [..]

Different customers like to find a solution to their problems in different ways. Some prefer to talk over phone. Some would take emails over phone any day. But majority of them like to find answers on their own by searching for them instead of contacting support. Enabling such customers to find answers about your product/service without having to c [..]

Service Level Agreement specifies the time limit within which a ticket has to be replied to and resolved. These limits are based upon the priority of the ticket. For example, your SLA rule can specify that urgent priority tickets have to be resolved within an hour. Low priority tickets, on the other hand, can take a couple of days. [..]

Service level violation happens when the replies to tickets or resolution of tickets don’t happen within the time interval agreed upon by agents and customers. SLA violations are taken very seriously, and Supervisors or Managers usually set up escalation emails to receive notification when a violation occurs. If the SLA comp [..]

Most brands now have a social presence. They have a facebook page, they tweet, they are even on pinterest. Brands see social channels as a good way to connect to customers; which is true. They also get a lot of support questions through these social channels. And since everything in social media is public, brands have to be doubly careful about ans [..]

Based on their position in the support team, agents can take on different roles in a helpdesk. Some of them work on just tickets; others pull up reports and analyze data. Depending on their skillset and experience, they work on different things. An agent with the role of a supervisor can do everything in a helpdesk except th [..]

Channels are multiple ways in which customers try to contact you for support. A helpdesk brings in questions/messages from all channels to one place to make it easy for the agents. Phone and Email are the traditional channels that are still used widely to provide support. With self-service getting more and more popular, comp [..]