Debra Logan and Jeffrey Kenyon
HelpDesk is a software solution that enables a customer service organization to expand its first-tier problem-resolution capabilities without adding additional personnel or requiring additional training. It is an integrated approach to customer support, encompassing a diagnostic expert system, a hypertext reference facility, and a trouble-ticketing database system. The effectiveness of the system in meeting its goals has been verified through user surveys, showing its acceptance in everyday use. Its success is attributed to the tight integration of its modules, a phased deployment strategy, and local maintenance.