{"id":19676,"date":"2019-07-31T00:00:00","date_gmt":"2019-07-31T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/help-desk\/"},"modified":"2023-11-02T12:30:40","modified_gmt":"2023-11-02T19:30:40","slug":"help-desk","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/help-desk\/","title":{"rendered":"Help Desk"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/help-desk\/#Why_Do_Help_Desks_Matter_in_Customer_Service\" title=\"Why Do Help Desks Matter in Customer Service?\">Why Do Help Desks Matter in Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/help-desk\/#Why_Mobile_Help_Desks_are_Important\" title=\"Why Mobile Help Desks are Important\">Why Mobile Help Desks are Important<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/help-desk\/#How_Helpshift_Supports_Help_Desks\" title=\"How Helpshift Supports Help Desks\">How Helpshift Supports Help Desks<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>A help desk is a service a company offers to support computer users and offer technical advice. Most technology companies have traditionally had help desks, but today, nearly every company is a technology company. For this reason, help desks have become common at all types of companies. They serve to provide answers to customer issues and frustrations, helping customers navigate interfaces such as ecommerce checkout, website search, and more.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Case-Management-and-Ticketing-768x576-1.png\" alt=\"\" class=\"wp-image-5715\"\/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Do_Help_Desks_Matter_in_Customer_Service\"><\/span><strong>Why Do Help Desks Matter in Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Customer experience is critical to all types of brands, and time is a valuable resource. Fail to give your customers the support they require, and they\u2019ll quickly move on to another option. Having a process in place to give customers both quick response and personalized attention is important to their overall experience. If your customer experience involves technology at all \u2014&nbsp;like an app or mobile customer service \u2014&nbsp;you need a help desk to serve customers who require support.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Mobile_Help_Desks_are_Important\"><\/span><strong>Why Mobile Help Desks are Important<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>With more and more people doing more and more things from mobile devices, customer experience today is largely about mobile capability. This macro trend has a side effect: when it\u2019s possible to do almost anything in the moment from a phone, tablet, or smart watch, the expectation is high that you will get instant answers whenever you need them.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Help_Desks\"><\/span><strong>How Helpshift Supports Help Desks<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Time to first response is a critical KPI (key performance indicator) for customer service organizations. Helpshift supports quick response by connecting your automated and human support options across platforms and within single interfaces. In-app FAQs and AI-enabled bots can provide a quick first point of contact for customers, and if unable to resolve their issues, can then seamlessly connect them to a human help desk representative.<\/p>\n\n\n\n<p>An efficient help desk setup should also automatically collect critical information about the customer at the point of contact so you don\u2019t have to waste valuable time asking for standard details such as name, username, and account number. A help desk system should also automatically collect technical details about app version, device, and usage that may help describe or troubleshoot the customer\u2019s experience.<\/p>\n","protected":false},"author":8,"featured_media":19615,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Case-Management-and-Ticketing-768x576-1.png",768,576,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19676"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":2,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19676\/revisions"}],"predecessor-version":[{"id":28662,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19676\/revisions\/28662"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19615"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19676"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19676"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}