helpdesk
Technical assistance center
A helpdesk is a service that provides technical support or answers questions, typically for computer systems or software.
The term can refer to the physical location, the team staffing it, or the function itself: Call the helpdesk if you can't log in.
Also spelled as two words: help desk.
Entry permit slip
- agentOne who acts independently
- resolutionFormal decision or determination
- customerBuyer of goods
- queryRequest for information
troubleshooting · escalation · response · representative · hotline · call center · incident · request
Computer systems management
- softwarePrograms directing computer operations
- hardwareMetal goods and fittings
- systemConnected parts forming whole
- networkInterconnected system
server · configuration · password reset · login · access · firewall · antivirus · patches
Software managing event admissions
- queue managementControlling orderly waiting
- assignmentAllocated work or duty
- routingPath selection process
- trackingMonitoring location over time
status · follow-up · closure · feedback · survey · metrics · response time · backlog
Common queries document
- knowledge baseStructured information repository
- documentationWritten proof or instructions
- self-serviceCustomer performs the task
- portalImposing entrance or gate
user guide · tutorial · how-to · article · search · troubleshooting guide · wiki · reference
ticket
Entry permit slip
- agentOne who acts independently
- resolutionFormal decision or determination
- customerBuyer of goods
query · troubleshooting · escalation · response · representative · hotline · call center · incident · request · complaint
IT
Computer systems management
- softwarePrograms directing computer operations
- hardwareMetal goods and fittings
- systemConnected parts forming whole
network · server · configuration · password reset · login · access · firewall · antivirus · patches · updates
ticketing system
Software managing event admissions
- queue managementControlling orderly waiting
- assignmentAllocated work or duty
- routingPath selection process
tracking · status · follow-up · closure · feedback · survey · metrics · response time · backlog · workflow
FAQ
Common queries document
- knowledge baseStructured information repository
- documentationWritten proof or instructions
- self-serviceCustomer performs the task
portal · user guide · tutorial · how-to · article · search · troubleshooting guide · wiki · reference · manual
- servicescleaning services, streaming, delivery services, salon, bellhop
- assistanceaid, assistance, support, helping hand, favor
- customer servicecustomer service, service, apology, patience, callback
- ITIT support, computer, IT manager, IT services, IT director
- customer supporttickets, chat agent, FAQs, chatbots, call center
- office jobsmanager, office clerk, analyst, receptionist, administrative assistant
helpdeskself-service
Customer performs the task
self-help · FAQ · knowledge base · chatbot · do-it-yourself
helpdeskobstacle
Something blocking the way
hindrance · obstruction · sabotage · stonewalling · runaround