Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Real User
2020-01-26T09:27:00Z
Jan 26, 2020
It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements. The self-service and knowledge base are weak aspects of the solution. These need to be improved. We typically use other products to supplement this to try and help us meet those demands.
What is a help desk used for? A help desk is a tool that helps businesses organize client interactions so that they can reply and serve consumers more quickly and effectively. Help desks include tools that provide context and insight into customer experiences. They also have tools that allow you to benchmark your support team's performance, ensuring that they are truly efficient in supporting and assisting consumers.
When asked to weigh in on the essential features of help desk software,...
It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements. The self-service and knowledge base are weak aspects of the solution. These need to be improved. We typically use other products to supplement this to try and help us meet those demands.