Help Desk

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 86% of service teams say a centralized help desk system improves issue resolution speed and customer satisfaction.

1. What is a help desk?

A help desk is a support system that assists users in resolving technical issues, service requests, or product-related problems. It can be internal (for employees) or external (for customers), and is often powered by ticketing software.

2. What is an example of help desk?

An example of a help desk is Zendesk, which allows support teams to manage customer queries through tickets, live chat, and email. Other examples include Freshdesk, ServiceNow, and Convin’s AI-powered support call monitoring for faster issue resolution.

3. What does a help desk do?

A help desk:

• Logs and manages service requests or incidents
  
• Provides troubleshooting support
  
• Escalates complex issues
  
• Tracks resolution status and response time
  
• Delivers consistent support via phone, chat, or email