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The term HelpDesk (or Help Desk) designates an information service which receives and works on service inquiries for hardware and software or other services. Communication can take place thereby over the phone or electronic ways. Support can also be provided by remote maintenance tools or a live support system. The inquiries are administered in a so-called trouble ticket system. This knowledge database makes a complete activity history available. Thus, the information is available for all the editors and so they can access to solutions descriptions. So inquiries can be worked on rapidly and competently. A HelpDesk is arranged into several levels – from the first service enquiry up to the solution, differently trained employee care about the process.

Complaint Management, FAQ, Information Management

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