Not all customer or employee problems are created equal! Thus, helpdesk software solutions need to accommodate varying levels of helpdesk support—the more robust the support, the higher the corresponding number:
- Level 0 support: These are automated solutions and answers that users can access without any need for human interaction.
- Level 1 support: Helpdesk inquiries are filtered, and users are provided with computer augmented troubleshooting and support.
- Level 2 support: Primarily reserved for installations, repairs, and other escalated issues that Level 1 support is not equipped to handle.
- Level 3 support: Level 3 support provides needed expertise for more complex issues and questions.