IT helpdesk

One of the most important aspects of running an University is an IT helpdesk system that troubleshoots problems or provides guidance for faculty, staff, and students.

The purpose of a good IT helpdesk is to respond to inquiries or requests in a timely manner, while providing a solution to the issues. That's where Zendesk Support comes in.

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Every IT helpdesk of an University has those moments when a "flood" of phone calls or email, chat, Twitter requests, come in from students or staff reporting an issue with the Wi-Fi being down. The Information Technology staff, trying to respond to each demand through multiple channels, finds themselves in a technical nightmare. How can they streamline all the Wi-Fi inquiries into one single channel?

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Zendesk Support's IT helpdesk software makes it easy for the OT office to respond by validating faculty and students inquiries with a "prompt" answer to their requests. Zendesk offers an automated customer service ticketing solution that resembles a shared "inbox" for all inquiries and questions. These inquiries are streamlined from multiple channels into one single, organized software system, enabling staff to respond quickly. Can you imagine a flood of 1000 questions about the Wi-Fi outage, being answered with just one single big swoop?

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Zendesk Support's IT helpdesk software can:
  • Allow IT teams the ability to streamline hundreds of inquiries into a single ticket, resulting in quick results for happier students
  • Reduce ticket management workload with it's automated tools and giving faculty/staff/students peace-of-mind
  • Provide knowledge-based (KB) technology used to store complex structured and unstructured information used by a computer system
  • Offers a full audit trail for tracking every conversation from start to finish

Étapes suivantes

Support automates the workload into a manageable, knowledge-based system, saving company time, but best of all, giving students and staff the best possible support.

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