Help Desk Software Resources

Articles, Glossary Terms, Discussions, and Reports to expand your knowledge on Help Desk Software

Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find articles from our experts, feature definitions, discussions from users like you, and reports from industry data.

Contents

Help Desk Software Articles

Help Desk vs. Service Desk: Similarities and Differences Based On G2 Data

If I ask three people to define the difference between a help desk tool and a service desk solution, I'll get three answers. If I ask software vendors, I'll get a fourth.

by Darshayita Thakur

What Is Automated Customer Service? (+ 4 Ways to Implement It)

If you haven’t noticed, bots are taking over the world.

by Alexa Drake

Help Desk Software Glossary Terms

Self-Service Portal

A self-service portal gives customers and employees round-the-clock help without waiting on an agent. Learn its types, key elements, and benefits.

by Shreesh Singh

SLA Management

SLA management makes sure providers deliver on the service commitments promised to customers. Learn its process, the types of SLAs, and best practices.

by Shreesh Singh

Live Chat

Live chat is a website tool that allows customers to chat with the company in real time. Learn more about live chat. its common features, and benefits.

by Whitney Rudeseal Peet

Help Desk Software Discussions

Question on: Zoho Desk

How many lite users can be added on zoho desk?

Hi Yuktha, Light agents are available as an add-on for all other editions. You can add up to 50 light agents for free on the Enterprise edition. For more details, check out this - https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/adding-users-as-light-agents

Answered: Kavirajan Joseph on February 22, 2022

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Answered: Nl International on May 31, 2023

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Question on: Zoho Desk

How is Messagebird integration with Zoho Desk

Hi, Would love to explore messagebird app to integrate whatsapp messages as a Ticket, responding on whatsapp via Zoho Desk to incoming queries.

With MessageBird for Zoho Desk you can receive tickets from Zoho Desk in the form of messages from users. You can reply to the customers right from Zoho Desk, and they are delivered as messages to the user. For more details, check out - https://marketplace.zoho.com/app/desk/messagebird-desk-integration

Answered: Kavirajan Joseph on February 22, 2022

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Answered: Magaji Jafar on February 22, 2022

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Answered: Preshy Gram on March 4, 2022

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Question on: Agile CRM

Why are you tear down their state-of-the-art product?

Why are you switching the core functionality of your product? I loved AgileCRM, but I cannot use it anymore because of your behavior

They keep pushing their new product, and AgileCRM is not being maintained. Campaigns are not working and no one is fixing it. We are looking to switch.