Remembering the ‘Customer’ in Customer Service
Going through some content as we port to the NEW helpspot.com design (sneak-peek to come…), I came across this article written by Ian, our founder, a few years ago. It’s great–although brief, it encapsulates our underlying vision of HelpSpot when we started and what continues to guide development and support. Enjoy this oldie but goodie! *********** … Read more
Creating a Help Desk Priority Structure
A common need of many help desks is to create a priority structure for incoming requests. While this is common, it is very often done wrong. Unfortunately technology is often to blame. Most help desk software defaults to having a 1-5 list of priorities with 1 being High and 5 being low priority. A generic … Read more
