help-desk
Where troubleshooting happens
A help-desk is a service that provides technical support or information, typically for computer systems or software.
Usually staffed by people who answer questions and troubleshoot problems: I called the help-desk about my login issues.
The term extends to any centralized point for handling user inquiries or complaints.
Also spelled helpdesk.
Systematic fault diagnosis
- ticketingIssuing entry passes
- escalationProgressive increase in intensity
- diagnosticsMethods identifying problems
- resolutionFormal decision or determination
knowledgebase · patch · firmware · software · hardware · workaround · onboarding · update
Direct emergency phone connection
- helplinePhone service for assistance
- ticketEntry permit slip
- queueOrdered waiting line
- representativeOne who acts for another
agent · operator · callback · availability · after-hours · outsourced · in-house · multilingual
Entry permit slip
- queryRequest for information
- questionRequest for information
- issuePoint of contention
- requestFormal act of seeking
complaint · clarification · email · call · chat · voicemail · follow-up · case
Common queries document
- manualWritten instructions for use
- how-toPractical instruction format
- tutorialInstructional step-by-step guide
- self-serviceCustomer performs the task
documentation · searchable · portal · template · checklist
troubleshooting
Systematic fault diagnosis
- ticketingIssuing entry passes
- escalationProgressive increase in intensity
- diagnosticsMethods identifying problems
resolution · knowledgebase · patch · firmware · software · hardware · workaround · onboarding · update · chatbot
hotline
Direct emergency phone connection
representative · agent · operator · callback · availability · after-hours · outsourced · in-house · multilingual · 24/7
ticket
Entry permit slip
request · complaint · clarification · email · call · chat · voicemail · follow-up · case · interaction
FAQ
Common queries document
- manualWritten instructions for use
- how-toPractical instruction format
- tutorialInstructional step-by-step guide
self-service · documentation · searchable · portal · template · checklist
help-deskself-service
Customer performs the task
self-help · DIY · do-it-yourself · automated system · FAQ
help, desk, helps, helped, helping, helper, helpers, helpful, helpfully