The Association for Technical Support Professionals

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

Member Discussions

From : Communities>>Ask Your Network
We transitioned to Zendesk from Salesforce Service, 2 years ago, and our agents have been very happy with it. ------------------------------ Angela Olson Director Customer Support Cofense Leesburg VA ------------------------------

From : Communities>>Ask Your Network
The status of my tickets are the same no matter what level they are assigned to: ------------------------------ Josh Smits Foth & Van Dyke, LLC De Pere WI ------------------------------

From : Communities>>Ask Your Network
I am curious to know what status do you select for tickets which need to be assigned to level 2 (Non Service Desk) Teams? ------------------------------ Xavier Idrovo Director, Global Support Group EzeCastle Integration Burlington NJ ------------------------------

Latest Content
The Importance of a Service Management Roadmap

Is your support organization able to provide consistent service? Is your service delivery meeting business expectations? If not, perhaps it’s time for an improvement initiative. Whether you are starting out or already utilizing service management best practices, building a service management roadmap is crucial to getting you to the next level.

The User Experience of a Pig

We all struggle with designing service portals and service catalogs. Designing interfaces that are both pleasant to use and easily navigated is a challenging task. Dani Renaud walks you through some steps to help get you started and give you some tools to help you along the way.

The Impact of New vs. Known Issues in KCS

The KCS methodology promotes a continuous improvement process known as the new vs. known analysis. When trended, it shows you if your organization is maturing in its process adoption. At the individual level, you can quickly see which individuals are following the process and which need coaching. When every member of the team is following the process, then the unknown will be minimized, tickets with known issues will be responded to consistently and efficiently, and tickets related to new issues will result in the capture of new knowledge.