If you’re running a help desk, you’re probably aware that this can be a stressful job if not set up properly. The following are obstacles you’ll want to identify and develop solutions for so you’ll know what to do when you hit them: Too Many Demands It’s important to figure out how much staff support [...]
Zendesk Forum Analytics
Zendesk have just announced an analytics feature for online knowledge bases and forums. This is a great tool for data mining of user activity, such as when customers are actively looking for solutions to product issues or service issues. It should also provide valuable information to Marketing and Design teams on possible enhancement requests to [...]
The Complete Help Desk Guide
“The Complete Help Desk Guide” by Mary Lenz is a useful primer for people with little or know prior experience in help desks. If you are familiar with help desks then you will find the later half of the book more useful on Help Desk Applications. Although it could be argued you could easily search [...]
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