How to Create and Manage a Helpdesk That Actually Trains People Too

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This week, we dug into how to build and manage a help desk that actually helps—not just resolve issues, but train your team, uncover trends, and streamline workflows. We shared why defining your help desk's scope and hours is critical, how to create smart intake forms and escalation workflows, and how to use AI to identify common support patterns. We also discussed tiered support, searchable knowledge bases, and the metrics that matter most.

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