I actually was quite intrigued this week in the reading during the Help
Desk section. I currently am working from home for Ibotta as a Care
Agent. My sole job is to respond to lower-level help desk tickets
using the Zendesk tool. The research from Robinson (2022) states
that Zendesk is number one in help desk software. In my role, I use
Zendesk to assist Ibottas savers with a wide ray of problems they
may be experiencing as well. In order to sound professional and
consistent, Zendesk uses Macros that send out a response to the
saver as well as leave internal notes for other agents that could be of
use. Zendesk also contains a knowledge bank that allows us as
agents to share important information or app knowledge pages with
the savers. Although I have not been working with the software too
long, I have noticed that the sync between different groups or teams
is well developed and programmed.
Robinson, C. (2022, January 3). What is help desk software? Helpdesk
software is a one-stop point of contact where customers or internal staff.
Financesonline.Com. Retrieved February 1, 2022,
from https://financesonline.com/help-desk-software-full-guide-
types-features-pricing/
