Glossary of Helpdesk Terms
 
Asset Management The tracking of hardware and software assets to facilitate management and performance trends of your computer systems.
Billable & Non-Billable Time Billable time is a measure of the amount of time logged to perform a task for which a customer will be billed. Non-billable time is a measure of additional time spent on an operation over and above the time it should have taken. Non-billable time can also be used to record any and all internal operations which are not charged to a customer.
Call Ticket Information for an incident or issue collected by the help desk. A call ticket may contain detailed information such as, demographics of the customer reporting the incident, devices involved in the incident, previous case history, and actions taken toward it's resolution.
Call Tracking Term that usually applies to a software package that automates the process of collecting and managing information taken for a support or service call.
Client The workstations or PCs connected to a local area network.
Client Access Area An area of the software application where the client can address helpdesk issues directly without having to go through a service agent.
Client Application A computer program that integrates with the processing capabilities of another program.
Client / Server A collection of PCs or workstations that are connected to a Server through a local area network (LAN).
Closed Ticket A call ticket that has been resolved and requires no further action.
Customer History The activity of tracking customer use of the help desk.

Customer Relationship
Management (CRM)

 The technique of establishing and maintaining a long-term business relationship with your customers. CRM involves utilizing the data collected during your customer interactions to determine the demographics and future needs of each customer.
Database Management
System (DBMS)		 A computer software program that allows your call center or help desk to store and retrieve critical business information. A DBMS may be used within a help desk to store information concerning a callers company, phone, fax, e-mail and other demographics as well as a history of issues of concern.
Efficiency The number one reason why IT professionals do not like their current help desk software is that it takes too much time to use.
E-mail A way of electronically transmitting messages via phone or cable lines connecting computer terminals.
Email notifications Alerts sent via e-mail which are triggered by one or more specified events.
End-user Customers who directly interact with help desk or call center software products. These may include personnel within your company or external clients who use the software to contact a call center, internal support desk, or external help desk.
Escalation The act of advancing an issue to the next appropriate level for resolution.
Flexibility Whether you’re upgrading your existing helpdesk or building a new one, your biggest hurdle is finding the right application to fit your needs. The software market is flooded with applications all claiming to be the best. When you get down to it, finding the right solution is like trying to fit a square peg into a round hole.
Freedom The freedom to choose what you want. The freedom to access from anywhere. The freedom to customize. The freedom to grow.
Help Desk A center providing a service to internal or external callers to facilitate the use of their technology assets.
Intelligent Call Processing (ICP) A feature of ACDs that allows them to automatically route calls based on information from callers or from information retrieved from your database.
Interactive Voice Response (IVR) An application that allows the calling customer to perform a computerized function, such as retrieving information by pressing keys on the telephone keypad.
Internet An electronic communications network that connects computers and organizational computers globally.
Intranet An electronic communications network that connects a select number of computers, for example within an organization or business.
Issue An action, incident, or situation that requires support or expertise.
Knowledge Base A collection of information usually from a database to aid help desk analysts in problem resolution.
Local Area Network (LAN) A system of workstations or PCs connected to a Server, over a short distance. LANs allow multiple users to access the same printer, or set of files that reside on the Server.
Local Hosting The helpdesk application, generally browser based, is installed on an internal network server and either accessible across the internal network or via the internet.
Middleware Software applications allows your call center and help desk collect information through switches from a variety of manufacturers. These applications typically run on a server and bridge applications between different types of devices and data sources.
Natural Language Processing This technology allows users to search for help through a knowledge base using their own terms.
Network A collection of computers and peripherals. This may be over a short distance as with a LAN, or a large area, as with a WAN.
Network Management Tools Monitors the health of your help desk network infrastructure. Collects and tracks software, hardware, and system configuration information.
Notification Automatic report sent by e-mail to customers or clients containing specific information concerning the status of an issue.
Number of Calls The actual or estimated number of calls arriving over the determined arrival time.
Peer-to-Peer Network A LAN that allows all workstations or PCs the same level of access to network capabilities.
Performance The more you know about your business:
    - the smarter decisions you'll make
    - the higher efficiency you'll achieve
    - the greater performance you will receive from your staff.
Personalized User Interface The aspect of a software application that provides custom information to users based upon login or other identifying information.
Query A database search that retrieves specified information (by keyword, full text, or other means) from your help desk database of information.
Recurring Issues Actions or incidents that are handled on a frequent basis, such as support training or database management that can be handled by an automatic scheduling tool.
Remote Diagnostic Software Software applications that can detect computer problems.
Remote (ASP) Hosting Browser based software that is installed (hosted) at a location not being that of the users, and accessed via the internet.
Return on Investment (ROI) The monetary value that an automated help desk brings to your organization. Generally, the return divided by the help desk operating costs.
Satisfaction Whether you are an internal or external support group - you need to keep your customers happy.
Scheduling Tools Allow help desk Managers to anticipate staff needed based on call load or other criteria.
Self-help Tools Tools that allow your support staff, or customers access information to resolve issues, such as a knowledge bases, downloadable tutorial, or IVR systems.
Service Level Agreement (SLA) An agreement between the help desk and a customer to provide a certain level of service.
Structure There is a logic and structure behind helping end users solve their problems. You need to find the right balance of skill and accessibility for your organization in order to get the right person on the right issue in the right time.
Web Based An application which is developed around internet technologies. The application is accessible through standard web browsers enabling some or all of the application's functionality. A 100% web based help desk has all of its functionality available through standard web browser interfaces whether PC, Mac or UNIX with no other local software required.
Web Enablement An application that provides access to your help desk or call center database of information from any internet-ready PC, Mac or UNIX.
Wide Area Network (WAN) A network system that connects a LAN-based system, usually over leased phone lines, at various physical locations.
Work Time Tasks completed by the agent resolving a call after talk time and before the next call is answered. This may include printing an issue ticket or completing order information.
   
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