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What are the different helpdesk support levels?

by | Nov 22, 2019

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.