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Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1]Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management, and the two terms are sometimes used interchangeably.
Notable issue tracking systems, including bug tracking systems, help desk and service desk issue tracking systems, as well as asset management systems, include the following. The comparison includes client-server application, distributed and hosted systems.
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Help desk and incident reporting auditing is an examination of the controls within the help desk operations. The audit process collects and evaluates evidence of an organization's help desk and incident reporting practices, and operations. The audit ensures that all problems reported by users have been adequately documented and that controls ...
GoToAssist was originally developed by Expertcity, which was founded in Santa Barbara, California in 1997. GoToAssist Remote Support enables users to access and control remote computers and other Internet-connected devices in order to provide technical support.
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For example, if a customer support issue is caused by a software bug and reported to a help desk using one system, and then the fix is documented by the developers in another, and analyzed in a customer relationship management tool, keeping the records in each system up-to-date and notifying the customer manually using a swivel chair approach ...
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [2] studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but ...
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