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Additional fields can be added to the Supportworks database to support such customizations when necessary. [3] Supportworks is packaged with a web-based self-service portal, allowing customers to create calls in the system using a web browser, without requiring assistance from an analyst. When a customer creates a call through the self-service ...
An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed ...
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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.
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Desk.com was a SaaS help desk and customer support product that was acquired by Salesforce for $50 million in 2011. [ 64 ] [ 65 ] In March 2018, Salesforce announced that Desk.com would be consolidated with other services into Service Cloud Essentials.