on-premise vs cloud based

On-premise vs Cloud based helpdesk: The Pros & Cons

On-premise vs Cloud based helpdesk: The Pros & Cons The meanings of the terms “on-premises” and “cloud-based” mean pretty much what they appear to mean. There are two ways you can access an application and store you data: through a … Read More

helpdesk teams

The many different types of Helpdesk teams

The many different types of Helpdesk teams Just as there are different parts of an IT system, there are, or should be, different teams supporting helpdesk activities. In most cases there is an end-to-end service available to the user such … Read More

helpdesk support queue

The basics of a Helpdesk Support Queue

The basics of a Helpdesk Support Queue A Helpdesk support queue keeps the helpdesk manager and technicians from feeling as if everything has to be fixed all at once. It keeps them from running around trying to address everything and … Read More

helpdesk to CRM

OneDesk lets you connect your helpdesk to CRM

OneDesk lets you connect your helpdesk to CRM If you haven’t already, you should connect your helpdesk database to your Customer Relations Management (CRM) system as soon a possible. Why? A single source of customer data Because a combined database … Read More

helpdesk database

The Basic Anatomy of the Helpdesk Database

The Basic Anatomy of the Helpdesk Database You shouldn’t have to research the answer to the same, or similar IT problem every time it appears. You need a helpdesk database. You should be able to search in a pile of … Read More

helpdesk knowledgebase

Helpdesk Tickets Are Your Knowledgebase

Helpdesk Tickets Are Your Knowledgebase Helpdesk Databases hold a lot of information A helpdesk knowledgebase can be a life saver if it has the information you need while talking to a customer or when finding a solution to their problem. … Read More

Single Point of Contact

Helpdesk: Anything but Single Point of Contact (SPOC vs MPOC)

Helpdesk: Anything but Single Point of Contact (SPOC vs MPOC) Better Helpdesk comes from a well structured customer support When you want to resolve an IT issue, you don’t want to be bounced around by the helpdesk. You want to … Read More

helpdesk collaboration

Helpdesk collaboration: Work on tickets to deliver optimal customer support

Helpdesk collaboration: Work on tickets to deliver optimal customer support Never underestimate the importance of collaboration Collaboration is important in many activities. A group of people are a lot more likely to develop an effective solution to a problem than … Read More

helpdesk for ITSM

A Simpler Experience : Helpdesk for ITSM / ITIL

A Simpler Experience : Helpdesk for ITSM / ITIL ITIL, or the IT Infrastructure Library, is a series of documents (a framework) used to aid in the implementation of a helpdesk optimally configured for IT Service Management (ITSM). These documents … Read More

saas helpdesk solutions

Everything about SaaS Helpdesk Solutions

Everything about SaaS Helpdesk Solutions Software as a Service (SaaS) – what is it, why is it growing in popularity, and how can it support your helpdesk operations? It comes in several variations: DBaaS, IaaS, and PaaS. Together, these variations … Read More