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: Gmelius

Gmelius helps me to share my work and connect my team!

I love sharing my inbox with my team, which allows us to coordinate our job better! This tool is super helpfull to use along with Gmail to keep the labels for each client in just one place.

Hi Lina, Lina from Gmelius here :) Thanks a lot for taking the time and reviewing Gmelius. We highly appreciate your kind words and couldn't be happier to hear that Gmelius helps you better organize your workflows. As always, we are just an email away if you need anything. Kind regards, Lina

Answered: Lina Yakunina on November 17, 2021

Please everyone should be careful and stop being fooled by all these brokers and account managers, they scammed me over $230k of my investment capital, they kept on requesting extra funds before a withdrawal request can be accepted and processed, in the end, I lost all my money. All efforts to reach out to their customer support desk got declined, I found it very hard to move on. God so kind I followed a broadcast review about a recovery specialist called Gavin ray that helps scammed victims to recover their fund, I contacted his email provided for consultation, I got feedback after some hours and I was asked to provide all legal details concerning my investment, I did exactly what they instructed me to do without delay, to my greatest surprise I was able to recover my money back including my profit which my capital generated. I said I will not hold this to myself but share it with the public so that all scammed victims can get back their funds too, you can contact him on Email: gavinray78@gmail.com or WhatsApp +1 860 800 9185 trusted and reliable.

Answered: Garry Williams on November 23, 2021

Recovering your lost bitcoin or funds as the case might be, is not what you can do alone, you’d require the service of a trained specialist. A recovery specialist is a person or a group of people who are well equipped to work around the crypto network. They have vast knowledge about the whole network and have the right software and private keys to follow any transaction. I was scammed $156k worth of Bitcoin in Binary option, good thing I got every penny back through the help of Gavin ray he’s a genius Contact MAIL : Gavinray78 @gmail.com WHATSAPP :+1 860 800 9185 It is also important to be patient and really calm during the process.

Answered: Dr Rotimi on February 22, 2022

See more answers (2)

Your answer

Question on: atSpoke

Do you fully use atSpoke for Onboarding or are there other tools you use inbetween?

We currently have tools that need to be manually assigned, so if anyone else out there is having the same experience, how do you deal with it?

Hey Guillermo, Thanks for posting! A lot of customers use atSpoke for Onboarding by building out Requests Types in the tool (https://help.atspoke.com/article/5evqnqazcy-workflow-inspiration-onboarding-using-custom-request-types). You can pass along requests to each appropriate team (HR, IT, Ops, etc.) and whenever that team applies their specific request type, their tasks are added to the request. For tools that need to be manually assigned, you can utilize an integration like Okta (or one of the other integrations available in atSpoke) or comment on the request with the team member's name responsible for assigning tools (so everything gets tracked in the request). No need to leave atSpoke at all 😀. Hope this helps! - Jonathan

Answered: Jonathan Day on February 18, 2021

Your answer

Question on: Zoho Desk

What is the best way to setup email ?

The email of the tickets is sending via my own server but most of the email ends up in the spam folder. Must I setup a Dkim record and where do I do that ?

If the emails sent are going to spam, many times it's the attachment. Zoho attached PDF files, but also has an image of what's sent that can trigger spam filters. If it's receiving emails, just add it to accepted. Also, your domain name can trigger spam issues as filters look for business names that could be misspelled or incorrect. For example, my previous domain was fireandicesolutions.com which always set off spam filters. Now we are insist-it.tech and no longer have the issue. But I have noticed the image on the emails causes issues more than anything. I usually send my clients a personal email asking them to add my email as safe and a contact, and to check their spam if they have any issues. But I use Zoho for everything and don't have any issues at all really.