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Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1] Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management , and the two terms are sometimes used ...
Technical support, also known as tech support, is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the phone, technical support can now be conducted online or through chat.
Networked Help Desk is an open standard initiative to provide a common API for sharing customer support tickets between separate instances of issue tracking, bug tracking, customer relationship management (CRM) and project management systems to improve customer service and reduce vendor lock-in.
A main function of the Help desk is to separate issues from defects. Many issues can be solved at the Help Desk level such as password resets and simple misunderstandings. Some issues will be the result of actual product defect which should be forwarded to a development team for resolution.
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Customer Support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.
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This article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management.
Customer support helps ensure that the products and services that have been provided to the customer meet their expectations. Given an effective and efficient customer support experience, customers tend to be loyal to the organization, which creates a competitive advantage over its competitors.
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