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What calls fit into a instant help desk call?

Posted by Krit on Aug 4, 2020

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We offer instant help desk for our clients.  However, keep in mind that we are not a call center.  Instant help desk should only be offered as a solution to the client in the situation where the client needs help immediately and cannot wait as it is a business impacting priority.

A business impacting priority varies from client to client however some examples are below:

  • Cannot print and is in need to print due to Payroll or HR reasons
  • working from home and needs to connect to the office
  • More than 3 people within the business is impacted, down and or is unable to operate

Otherwise, you must always encourage the client that opening a ticket is the best solution and that a technician will be giving them a call back shortly.

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