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The “yassified” variant of Wordle is all the rage amongst the vibrant LGBTQI community, and this article is a hearty shout to the very same spin-off. Yes, we are talking about Queerdle. Although it is a Wordle clone, it is revamped from skin to marrow to pull in the entirety of the queer community and anyone interested in learning more about their lexicon. 

At the same time, the difficulty level of the word game has also jumped from 100 to 500. Let’s analyze the whys.

Jordan Bouvier, the creator of Queerdle has completely revamped Wordle to create a truly queer clone that is aesthetically well-made in both appearance and resources. Setting apart the colors, emojis, and themes, one of the most striking differences seen in Queerdle is the varying character length of the daily Queerdle words.

Queerdle is based on a carefully curated word list, handpicked by Bouvier himself to deviate from the predominantly heteronormative demographic and narrative related to Wordle. He even accepts word suggestions from players, which are regularly added to the source word list.

The word length could be anywhere between 4 and 8 characters, maybe even compound words that fit the scheme. To top it all, Queerdle is comes with a clear NSFW tag, so it is like a ticking bomb of queer words of all nature, size, and type.

Omg I suggested the word for todays #Queerdle !! Feeling very accomplished rn 😍😍#Queerdle 29 4/6

— 🏳️‍🌈¯_🥳_/¯🏳️‍⚧️ (@oztots88) February 4, 2023

Players often struggle to find the mystery word of the day, the varying word lengths do not help the process either. Over 30 Queerdles in, the general pattern observed in the words is the variety in origin/source. Bouvier adds that he has broadened the scope of the source list to accept virtually anything that can be identified as queer (of course in the most non-offensive ways). He has explained that to truly tap into the real essence of queerness he has brought in related terms from historical context, drag community, and slang variants.

Queerdle is HARD. It just took me 3 hours (not exaggerating) to come up with my second guess. 😂 This word is 8 letters!

— Cathy Messier (@cathytown) February 4, 2023

To look for hints, you need to start with a word that is commonly heard or used and traverse to its queer variant depending on the feedback given by the system.

We, like you, do not know where to begin — (perhaps should catch up with RuPaul’s before starting?). yet we have tried to comb through some digital LGBTQ glossaries to come up with a reference word list…yes, it is the one right below! 

Related: How to Download Wordle. Which Wordle is The Right One?

Queerdle Words lists:

SPOILER ALERT: The words in the list below, grouped according to character length, are taken off reference websites for LGBTQ, drag, and queer terminology, glossary, and slang. Spoilers may be inevitably included amongst the words!

4-letter Queerdle Words










Werk/ Work 

Related: How to Play Dordle: All You Need to Know

5-letter Queerdle Words












6-letter Queerdle Words










7-letter Queerdle Words










8-letter Queerdle Words












The Queerdle answers clearly show a bias towards slang words, but our limited knowledge in the field has forced us to condense the word list thus. Hope it will help us clear tomorrow’s Queerdle in one fell swoop! 


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Using Genius Hour Projects To Help Students Find Meaning

Teachers who guide middle and high school students to work on passion projects see several benefits, including greater learning gains.

Genius projects are back, and they’re better than ever. Students are searching for meaning, and genius projects are the perfect vehicle to show them how much they matter.

The term “genius projects” stems from the 20 percent time Google encourages their employees to take learning things that are of interest to them.

I found this past semester that the genius projects my students created rose to new heights of achievement. Last year, I saw more interest, more time commitment, and better results from my class than in the last 10. From the three boys who built the whole school in Minecraft to the two girls who recorded their first album single, genius projects created an electric environment in my classroom this past December.

Why Genius Projects? Why Now?

With the current mental health crisis affecting our children and the need to invest in the mental health and well-being of our students in a broad, comprehensive way, sensitively run genius projects are one way to help kids find the meaning they need.

Whether they like soccer or science, video games or volleyball, cooking or cutting up and telling jokes, anyone who works with students knows that their interests are as diverse as the clothes they wear on the weekend.

Unique personalization is nothing new. The great educator Booker T. Washington warned against one-size-fits-all teaching. In his autobiography, Up From Slavery, he wrote, “The temptation often is to run each individual through a certain educational mold regardless of the subject or the end to be accomplished.”

Personalization has always been a hallmark of successful genius projects. The results I’ve noticed reflect the studies that show that people who have created meaning in their lives are happier and more satisfied. Genius projects are in the unique category of projects whose very presence can change a life, unleash a talent upon the world, and change history.

4 Steps to Creating Genius Projects That Matter

Step 1: The verbal pitch. From the moment we start genius projects, we use the empowering language of leadership. The question is not “What does my teacher want me to do to get good grades?” but “What do I want to learn?” and “How can I solve an authentic problem?”

Students pitch their ideas verbally, and I listen for wonder and excitement to help guide them. I feel like Robert Frost, who said, “I’m not a teacher, but an awakener.” Negative environments are idea killers. A sneer, chuckle, or wrong word at the wrong time can kill good ideas, so I have to be fully engaged with students in conversation.

During her verbal pitch, one student said, “I wonder if I could record a song?” Her friend piped up, “I wonder if I could produce it?”

My answer? “Yes! Here’s what you’ll need to learn and do to make that happen; let’s do it.”

Another student said, “I made a Rube Goldberg machine before; I’d like to do that again.” Since I want students to level up, we made a device that was much more extensive, as they decided to light the Christmas tree in front of a high school assembly.

Step 2: The written pitch and project plan. Next, students write a pitch using a template to define their real-world problem. Additionally, they identify the software and expertise they will need to complete the project.

We use the traffic light metaphor throughout the pitch process, much like Hollywood producers. The green light means all is good, and they may go into “production.”

The yellow light means that some things need to change to gain approval. For example, students created a parent app that was too much to do in nine days. So, they redefined the scope of work to earn their green light.

While the red light means stop, I have never had to red-light a project. For example, one student wanted to build a tennis racket stringer. He learned that it would be time-consuming and expensive and asked to join the Minecraft team instead. Students give themselves the red light, not me.

Step 3: Project implementation. As students have goal clarity, engagement skyrockets. Psychologist Kari Eddington found that the areas of the brain that produce dopamine and the “urge to do something” are highly active when someone feels very motivated and action-oriented about a goal.

My primary job, at this point, is that of facilitator. Here are three examples: I found a room for music recording, got fast administrative approval for the Christmas tree lighting machine, and helped one student adjust the length of the book she was writing. I help every student figure out the next action step and constantly share new ideas for leveling up. I keep a list on the board where students request meetings, inquire about a training class, or ask for help.

Students have three self-selected checkpoints during implementation where they reflect and take photographs and videos.

Step 4: Audience presentation and reflection. Finally, students share their creations, perform, or present their learning to the class.

This past December, we celebrated. Not only did we celebrate the holidays, but we celebrated a new single, a special-effects triumph in Adobe After Effects, some fun videos, a new app, and more.

Most of all, my students began to collaborate, communicate, and, best of all, laugh. I have no doubt that some lives were changed this past December, including mine. Nowadays, genius projects teach us the most valuable thing we could ever give students—knowledge of their own unique gifts.

I’m not here to mark papers, I’m here to make a mark on students’ lives. May we never run so fast to do all the “things” that we miss the things that really make a difference. Genius projects are one of the difference makers, especially now.

Instagram Crashing? Here Are 8 Fixes For You

Instagram is one of the most popular social media platforms out there. It has become even more prominent after TikTok was banned in India and Reels got added to Instagram. As an aside, you can read our Instagram Reels vs TikTok comparison here. Coming to the issue at hand, despite its popularity, Instagram seems to have many bugs that cause the app to crash frequently. Many users have complained that Instagram keeps crashing on both Android and iOS. Apart from that, most users encounter Instagram crashing while uploading stories or opening DM. All these issues have led us to this guide. In this tutorial, we bring you several fixes to Instagram crashing issues.

Resolve Instagram Crashing Issue

Solutions to Instagram Keeps Crashing Issue 1. Clear Cache


1. Clearing cache is the easiest way to fix many problems including crashing issues on Instagram. Just press and hold on Instagram and open “App Info”. Next, tap on “Storage and Cache”.


2. Here, scroll down and open Instagram. Now tap on “Delete App” and you are done. Finally, open the App Store and reinstall Instagram. After you log in, Instagram won’t crash again.

2. Update the Instagram App / System Update


1. If the above method did not fix the issue then check if you have an app update pending. Tap and hold on Play Store and open “My Apps”. Here, look for Instagram and update it.


3. Reinstall the Instagram App

If the above methods didn’t work at all then you can straight up uninstall the app and reinstall again. However, keep in mind, you will need to re-login again so remember your password before uninstalling the app.



1. Tap and hold the Instagram app and choose “Delete App”. Once you have done that, open the App Store and reinstall Instagram. Finally, log in to your Instagram account and see if you are still facing crashing issues on your iPhone.

4. Quit the Beta Program


1. Sometimes users are enrolled in the Instagram beta program and we are not aware of it. Beta versions are generally unstable and are prone to crashing issues. So to quit beta testing, open the Play Store, and open Instagram.

3. Close the Play Store app and re-open it after a while. Now, open Instagram again and update the app. Now, you will receive stable builds and won’t face crashing issues.


1. On iOS, if you are enrolled in beta testing then you must be having the TestFlight app. If so, then open it and unenroll from the Instagram beta program. If you don’t have the TestFlight app then don’t worry, you are not into the beta program and you can go through other solutions mentioned below.

5. Wait Out

There’s another facebook SDK issue that lead’s to our iOS app to crash on launch again along with major apps like Spotify & Pinterest 🔥 @fb_engineering

— Peter Juras (@peterjuras) July 10, 2023

Facebook, in its statement, said that due to some code changes the crashing issue was triggered. Later, the bug was fixed and Instagram and many other apps started working without any crashing issues. So, when nothing works, wait it out and let the developers fix the crashing issue on Instagram.

6. Check If Instagram is Down

7. Instagram Crashes When Uploading Story?

If Instagram is crashing while uploading Instagram stories then the issue might be with the media file. I have faced this issue many times and one thing has fixed the issue. If it’s a video and it’s encoded using some new codecs then convert it to a common one that Instagram is compatible with.

For example, if your video is shot at 4K60FPS, try to convert the video to 1080p@30FPS and change the format to MP4/H.264. This is the best video compatible format for Instagram. You can use these video converters for Android and iOS.

8. Instagram Crashes When You Open DM?

Instagram Crashing Issue Solved

Android 10 Release Dates And Phone List

Android 10 release dates and phone list

A report today suggests Google’s next OS update for smartphones called Android 10, or Android Q, will be released in the first week of September. This schedule fits with the phone list that’s already been in play for the Android Beta program for the software that’s just reached its final Beta earlier this month. All the Google Pixel phones are on the list, that’s almost a given, but what other devices will get Android 10 right away?

If you’ve been using the latest Android Beta software for Android Q – recently re-named Android 10 – you’ll more than likely see a final update to Android 10 in September. This goes for the Google Pixel, Pixel 2 and 3, Pixel XL, Pixel 2 XL and 3 XL, and the Google Pixel 3a and Pixel 3a XL. These are just the Google-made phones that’ll get the update straight from Google.

The ASUS ZenFone 5Z was part of the beta program and will therefore almost certainly get the final update to Android 10. This also goes for the Essential Phone PH-1, Huawei Mate 20 Pro, LG G8 ThinQ, Nokia 8.1, OnePlus 6T, OPPO Reno, Realme 3 Pro, Sony XPERIA XZ3, Techno Spark 3 Pro, Vivo X27, Nex S, Nex A, Xiaomi Mi 9, and the Xiaomi Mi Mix 3 5G.

This Beta program began in March of 2023 with Beta 1, then moved to Beta 2 in April, Beta 3 in May, and Beta 4 in June. Users found Beta 5 released in July, then paused, then continued not long after a brief bit of mishap. The final pre-release beta update was Beta 6, and it sported gesture tweaks aplenty.

The rumor today suggests that September 3, 2023 is the official Android 10 release date for the public. This suggestion comes from a pair of tech support screenshots shared by users to PhoneArena this morning. It’s a logical date to release a software update if one wants to hit the first business day of the month.

If we look to past updates, we see a slightly willy-nilly approach to day-of-week releases. Like the August 6, 2023 release of Android 9 Pie (that was a Monday). The August 21, 2023 release) of Android 8 Oreo was also a Monday.

The August 22nd, 2024 release of Android 7 Nougat was… also a Monday. Marshmallow, which was Android 6, was released in October! That version of Android was released in 2024, on the 5th of October, which put its release on… a Monday. It would seem that it’s pretty likely Google is apt to release their next version of Android on a Monday too – unless they do, indeed, decide that releasing on September’s first business day (aka not Labor Day, which is on September 2nd, a Monday.)

Either that, or we’ll see Android 10 released later today, a Monday, the 26th of August. September 9th, a Monday, would be outright.

Fortnite Chapter 2 Is Here And It’S Big

Fortnite Chapter 2 is here and it’s big

After a wait that stretched on for more than a day, Fortnite is back, and it’s starting an entirely new chapter with its return. As leaks suggested before the end of Season X, Fortnite Chapter 2 is kicking off with an entirely new map for players to battle on, with new activities to participate in and new ways to fight. If Fortnite was starting to seem a little stale during Season X, the beginning of Chapter 2 might help with that.

The theme for this new map seems to be water. Not only are there boats that players and teams can use to get around in, but players can also take time out of a match to do a little bit of fishing. Judging from the trailer you see below, it seems that you can snag new weapons while fishing, so it might be worthwhile to attempt it during some downtime in a match.

Players also have new ways to support others on their team as well. The leaked trailer we saw yesterday showed players carrying downed teammates to safety, but in addition to that, there’s also a new weapon called the Bandage Bazooka that can heal up others in your squad. You and your group can get the jump on enemies by hiding out in haystacks or dumpsters, and when it comes time to fight, you can shoot nearby gas tanks or explosive barrels to make your enemies feel a little heat.

While Epic hasn’t really published comprehensive patch notes for Chapter 2 – clearly preferring that players drop in and experience the new changes for themselves – it does say that it’s gone “back to basics” when it comes to combat. This includes streamlining the available weapons and implementing a new upgrade system that allows players to visit an upgrade bench and beef up their weapons with the resources they’ve gathered.

Epic is also being a little vague about what’s included in the new Battle Pass for Chapter 2, Season 1, but it does say that there are seven different outfits to unlock, and that each one of those come with an “alter ego” so players can choose whether they’re the hero or the villain. Epic also says that this Battle Pass should be less of a grind to level up thanks to the addition of various medals that award XP for doing things in-game, such as defeating opponents, opening chests, or completing challenges.

One thing that’s sure to be a big draw for players is the fact that this new Battle Pass awards a grand total of 1,500 V-Bucks to those who complete it. The Battle Pass itself costs 950 V-Bucks, so you can make back the purchase price and have a little extra left over if you level up the Battle Pass all the way. You can also now level the Battle Pass beyond level 100, though it isn’t clear if there are any new rewards for doing so.

As always, there are a variety of weapon wraps, pickaxes, back bling, dance moves, emotes, loading screens, and gliders to earn in this Battle Pass, in addition to the new skins. Epic hasn’t revealed the rewards for each Battle Pass tier as it typically does, but a decent number items can be viewed over on the Fortnite site. Beyond that, though, it sounds like you’ll need to dive into the game and check out what’s new on your own.

Best Help Desk Software For Customer Service In 2023

This comprehensive guide is designed to provide you with a step-by-step roadmap to understand, implement, and optimize help desk software for your organization’s customer support needs. Whether you’re a small business, a growing startup, or an established enterprise, this guide will empower you with the knowledge and insights to streamline your support operations, enhance customer satisfaction, and drive business success. Get ready to take your customer support to the next level with the help of this practical and insightful guide. Let’s get started on your journey to mastering help desk software!

This guide will cover:

What is Help Desk Software?

A help desk serves as a hub for addressing customer inquiries, resolving technical issues, and offering assistance related to a company’s products or services. It acts as a primary point of contact, ensuring efficient communication between users and support teams. Whether it’s troubleshooting a software problem, answering customer queries, or providing guidance, help desk software is there to streamline the support process and deliver timely solutions.

It plays a crucial role in facilitating effective customer support by offering a centralized platform for users to seek solutions to their inquiries and issues. By implementing a help desk system, businesses can enhance their customer service capabilities, address buyer concerns promptly, and ensure a seamless customer experience throughout the support journey.

What Does a Help Desk Software Do?

Customer Support: Help desk software assists customers by addressing their inquiries, troubleshooting issues, and providing solutions to problems related to a product or service.

Issue Tracking and Resolution: Help desks track and manage customer issues from initiation to resolution. They maintain a record of each customer interaction, monitor the progress of issue resolution, and ensure timely responses.

Ticket Management: Help desks use a ticketing system to categorize, prioritize, and assign customer issues to the appropriate support agents. This helps streamline the support process and ensures that each request receives proper attention.

Knowledge Base Management: Help desk services often maintain a knowledge base containing articles, FAQs, and self-help resources. This enables users to find answers to common questions and troubleshoot common issues independently.

Communication and Collaboration: The help desk as a service facilitate effective communication and collaboration between support agents, enabling them to share information, seek assistance from colleagues, and work together to resolve complex issues.

Proactive Communication: Help desks proactively communicate with customers to provide updates, status notifications, and resolution progress. They keep customers informed about their support requests, reducing uncertainty and enhancing transparency.

Efficient Ticket Management: Help Desk software enables organizations to effectively manage customer inquiries, issues, and service requests. It provides a centralized system to track, categorize, prioritize, and assign tickets, ensuring they are handled promptly and efficiently.

Enhanced Customer Support: Help Desk software improves the quality and responsiveness of customer support. It allows support agents to access relevant customer information, previous interactions, and ticket history, enabling them to provide personalized and informed assistance.

Streamlined Communication: Help Desk software facilitates smooth communication between customers and support agents. It offers multiple channels for communication, such as email, live chat, and phone support, ensuring customers can choose their preferred method and receive timely responses.

Knowledge Base and Self-Service: Help Desk software often includes a knowledge base where organizations can store articles, FAQs, and troubleshooting guides. This empowers customers to find solutions to common issues on their own, reducing the number of support tickets and improving customer satisfaction.

Reporting and Analytics: Help Desk software provides valuable insights through reporting and analytics. Organizations can track key performance metrics, identify trends, measure customer satisfaction, and make data-driven decisions to enhance support operations.

Collaboration and Workflow Management: Help Desk software facilitates collaboration among support agents, enabling them to share information, escalate tickets, and collaborate on resolving complex issues. Workflow management features help ensure tickets are assigned to the right team members and progress through the resolution process smoothly.

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Why is Help Desk software important?

Help desk software is an essential tool for businesses and organizations. It serves as a centralized platform for managing customer inquiries, support tickets, and service requests. With help desk software, businesses can efficiently handle customer issues and provide timely assistance.

By utilizing help desk software, businesses can ensure that customer inquiries are effectively addressed and resolved. The software allows for the creation of a systematic ticketing system, where each customer inquiry is logged, categorized, and assigned to the appropriate support agent or team. This streamlines the process of ticket management, ensuring that no customer request goes unnoticed or unresolved.

Overall, help desk software serves as a valuable tool for businesses and organizations by providing a centralized platform for managing customer inquiries. Its efficient ticket management, timely assistance, and reporting capabilities contribute to improved customer satisfaction and streamlined support operations.

Different types of Help Desk Software are available

Different types of Help Desks cater to various needs and support requirements within organizations. Here are some common types of Help Desks:

Cloud-Based Help Desk Software

Cloud-based Help Desk software refers to a support management system that is hosted and accessed over the Internet via cloud computing infrastructure. Instead of installing the software on local servers, companies can subscribe to a cloud-based Help Desk solution provided by a vendor.

On-Premise Help Desk Software

On-premise Help Desk software provides companies with full control over their support management system. By hosting the software locally, organizations have the flexibility to customize and tailor the solution to their specific needs. They can implement custom workflows, integrate them with other internal systems, and have direct control over data storage and security.

Open-Source Help Desk Software

Open-source Help Desk software offers organizations a range of benefits due to its flexible and customizable nature. Users can modify the source code to meet their specific requirements, enabling them to customize the software’s functionality, user interface, and integrations. This flexibility allows businesses to tailor the Help Desk solution to align with their unique workflows and support processes.

The key benefit of open-source Help Desk software is its cost-effectiveness. Since the software is freely available, organizations can avoid the upfront licensing costs associated with proprietary software. This makes it an attractive option for businesses with limited budgets or those seeking to minimize their software expenses.

Hybrid Help Desk Software

It allows businesses to address specific requirements that may be better suited for an on-premise environment, such as data sensitivity or compliance concerns, while also leveraging the scalability, accessibility, and collaboration benefits of the cloud. The hybrid approach empowers organizations to tailor their Help Desk solution to their unique needs, optimizing their support operations and ensuring a seamless user experience for both agents and customers.

Who manages help desk software?

A help desk software is typically managed by the organization itself, specifically by the team or department responsible for customer support or IT service management. The management of the help desk software involves various roles and responsibilities within the organization. Here are the key individuals involved:

Help Desk Manager: The help desk manager is responsible for overseeing the overall management and operations of the help desk software. They ensure that the software is properly configured, maintained, and aligned with the organization’s goals and objectives. The manager also supervises the team of support agents and ensures that the software is utilized effectively to meet customer support needs.

Support Agents: Support agents or technicians are the primary users of the help desk software. They utilize the software to handle customer inquiries, support tickets, and service requests. Support agents are responsible for logging and updating tickets, communicating with customers, and resolving issues within the software.

IT Department: In organizations with an internal IT department, IT personnel may also be involved in managing the help desk software. They collaborate with the help desk team to ensure the software is integrated with other IT systems, such as network infrastructure, CRM software, or knowledge bases.

System Administrator: The system administrator is responsible for the technical aspects of managing the help desk software. They handle tasks such as software installation, configuration, customization, security management, user access control, and system maintenance. The system administrator ensures that the software is running smoothly and troubleshoots any technical issues that may arise.

Must-have Help Desk Software Features

When choosing a Help Desk solution, there are several common features that you should consider. These features play a crucial role in streamlining support operations and enhancing customer satisfaction. Here are some key features to look for in a Help Desk:

Ticket Management: An effective Help Desk should provide robust ticket management capabilities, allowing you to efficiently track, categorize, prioritize, and assign support tickets. Look for features like ticket routing, status tracking, and SLA management to ensure efficient ticket handling.

Self-Service Portal: A self-service portal empowers customers to find answers to their questions or troubleshoot issues on their own. Features like a knowledge base, FAQs, and community forums enable customers to access relevant information and resources, reducing the need for agent involvement.

Automation and Workflow Automation: Look for Help Desk solutions that offer AI automation features to streamline repetitive tasks and workflows. Automated ticket routing, response templates, and rule-based actions can significantly improve efficiency and productivity.

Reporting and Analytics: A good Help Desk software provides reporting and analytics capabilities to gain insights into support performance, identify trends, and measure key metrics like response times and customer satisfaction. Customizable dashboards and real-time reporting are valuable features to monitor support operations effectively.

Communication Channels: Consider the communication channels supported by the Help Desk software. Email integration, live chat, social media, and phone support options are essential for meeting customer expectations and providing omnichannel support.

SLA Management: Service Level Agreement (SLA) management features enable you to set response and resolution time targets for different ticket priorities. SLA monitoring and escalation capabilities ensure adherence to service-level commitments and help prioritize critical issues.

Integration Capabilities: Look for Help Desk solutions that offer integrations with other business systems such as CRM, project management, or customer database tools. The integration enables seamless data exchange, improves collaboration, and enhances the overall support experience.

Mobile Support: Mobile accessibility is becoming increasingly important in today’s connected world. Ensure that the Help Desk solution provides mobile-friendly interfaces or dedicated mobile apps to enable support agents and customers to access the system on the go.

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Security and data privacy considerations in Help Desk Software

Security and data privacy considerations are of utmost importance when choosing Help Desk software for your business. Here are some key factors to consider:

Data encryption: Ensure that the Help Desk software uses encryption protocols to protect sensitive customer information during transmission and storage. Look for features like SSL/TLS encryption for secure communication between users and the Help Desk system.

Access control and user permissions: Implement strong access controls within the Help Desk software to restrict user access based on roles and responsibilities. This prevents unauthorized access to sensitive data and ensures that only authorized personnel can view and handle customer information.

Data backup and recovery: Choose a Help Desk solution that offers regular data backups and has mechanisms in place for disaster recovery. This ensures that customer data is protected and can be recovered in case of any unforeseen events or data loss.

Compliance with data protection regulations: Ensure that the Help Desk software complies with relevant data protection regulations, such as the General Data Protection Regulation (GDPR) or the California Consumer Privacy Act (CCPA). The software should provide features to help you manage customer data following these regulations, such as the ability to handle data deletion requests and obtain customer consent for data processing.

Audit trails and activity logs: Look for Help Desk software that maintains comprehensive audit trails and activity logs. These logs enable you to monitor user activities within the system, track changes, and investigate any suspicious or unauthorized actions.

Data residency and hosting: Consider where the Help Desk software is hosted and whether it aligns with your data residency requirements. Some businesses may have specific regulations or preferences regarding the physical location of their data, so choose a solution that meets your specific needs.

Vendor security measures: Assess the security measures implemented by the Help Desk software vendor. Inquire about their data protection policies, security audits, and certifications. A reputable vendor will have robust security practices in place to safeguard customer data.

Regular software updates and patches: Ensure that the Help Desk software provider releases regular software updates and security patches to address any vulnerabilities and stay up to date with emerging threats.

What are the best practices for implementing and using Help Desk software?

Implementing and using Help Desk software effectively involves following best practices that optimize support operations and enhance customer satisfaction. Here are some key practices to consider:

Define Clear Processes: Establish clear and well-defined processes for ticket management, issue escalation, and communication within the Help Desk team. Document procedures for handling different types of tickets, assigning responsibilities, and resolving customer issues.

Provide Adequate Training: Train your Help Desk team members on how to effectively use the software and follow established processes. Ensure they are well-versed in features, ticket management, reporting, and customer communication. Ongoing training and updates on new features will help maximize the team’s productivity.

Implement Knowledge Base: Build a comprehensive knowledge base within the Help Desk software, containing articles, FAQs, and troubleshooting guides. Regularly update and maintain the knowledge base to provide self-service options for customers and empower agents with readily available information.

Foster Collaboration: Encourage collaboration among Help Desk team members by using internal chat or collaboration tools within the software. This facilitates knowledge sharing, quick issue resolution, and effective team communication.

Monitor and Measure Performance: Continuously monitor key performance metrics, such as ticket response times, resolution rates, and customer satisfaction scores. Leverage reporting and analytics features to identify areas for improvement and track progress toward goals.

Regularly Review and Update: Periodically review and evaluate your Help Desk processes, workflows, and software configuration. Identify areas where adjustments or improvements can be made to enhance efficiency, streamline operations, and better meet customer needs.

Seek Customer Feedback: Actively seek feedback from your customers regarding their experience with the Help Desk software and support services. Use surveys, feedback forms, or customer satisfaction ratings to gather insights and identify areas where enhancements can be made.

What are the benefits of using Help Desk software for your business?

Help Desk Software offers numerous benefits for businesses of all sizes and industries. By implementing Help Desk software, organizations can streamline their customer support processes, enhance communication, improve efficiency, and ultimately provide better service to their customers. Here is a comprehensive overview of the benefits of using Help Desk software for your business:

Centralized knowledge management: Help Desk software enables you to create and maintain a centralized knowledge base. This repository of information includes FAQs, troubleshooting guides, product documentation, and other resources that can be easily accessed by both support agents and customers. By providing a self-service option, customers can find answers to common questions independently, reducing the workload on your support team and empowering customers to resolve their own issues.

Improved team collaboration: Help Desk software fosters collaboration among your support agents. It allows for internal communication, sharing of knowledge and best practices, and collaboration on complex customer issues. Agents can leave internal notes, assign tickets to specific team members, and work together to resolve customer inquiries efficiently. This collaborative environment promotes knowledge sharing, problem-solving, and continuous improvement within your support team.

Proactive customer engagement: Help Desk software enables proactive customer engagement through features like automated notifications, ticket updates, and proactive support. By sending regular updates on ticket status or providing proactive assistance, you can keep customers informed, demonstrate your commitment to their needs, and ultimately increase customer satisfaction. Proactive engagement helps address issues before they become major problems, leading to a more positive customer experience.

Data-driven decision-making: Help Desk software captures and analyzes valuable customer support data. It provides metrics and insights into various aspects of your support operations, such as response times, ticket resolution rates, customer feedback, and agent performance. By leveraging these data-driven insights, you can identify trends, areas for improvement, and customer pain points. This empowers you to make informed decisions, optimize your support processes, and continuously enhance your customer service quality.

Reporting and analytics: Help Desk software offers robust reporting and analytics capabilities, providing insights into customer support performance. Businesses can track metrics such as ticket volume, response times, resolution rates, customer satisfaction scores, and agent performance. These insights help businesses identify bottlenecks, measure customer support effectiveness, and make data-driven decisions to optimize their support operations.

Efficient ticket management: Help Desk software provides a centralized system for managing customer inquiries, support requests, and issues. It allows support agents to categorize, prioritize, and assign tickets, ensuring that customer inquiries are handled promptly and effectively. With automated ticket routing and escalation features, Help Desk software ensures that each ticket is directed to the appropriate agent or team, minimizing response times and improving customer satisfaction.

Future trends and innovations in Help Desk Software

Artificial Intelligence (AI) and Machine Learning (ML): AI and ML technologies are increasingly being integrated into Help Desk software. These technologies can automate routine tasks, provide intelligent suggestions for issue resolution, and enable chatbots or virtual assistants to handle basic customer inquiries. AI-powered analytics can also help identify trends and patterns to improve support processes.

Chatbots and Virtual Assistants: Chatbots and virtual assistants are becoming more sophisticated and are being widely used in Help Desk software. They provide instant responses to common queries, offer self-service options, and assist in ticket triage. Natural Language Processing (NLP) capabilities allow chatbots to understand and respond to customer queries conversationally.

Omni-channel Support: Customers expect seamless support across various channels, including email, phone, live chat, social media, and messaging platforms. Help Desk software is evolving to provide omnichannel support, ensuring that customer interactions are consistent and integrated across all touchpoints.

Mobile-first Approach: With the rise of mobile devices, Help Desk software is embracing a mobile-first approach. Mobile apps and responsive web interfaces allow support agents to manage tickets and communicate with customers on the go, improving response times and productivity.

Self-Service and Knowledge Management: Help Desk software is placing a greater emphasis on self-service options. Robust knowledge management systems are being incorporated into the software, enabling customers to access FAQs, knowledge bases, and community forums for quick resolutions. This reduces ticket volume and empowers customers to find answers independently.

Automation and Workflow Optimization: Automation features are being expanded to streamline help desk processes further. Automated ticket routing, escalation, and follow-up workflows ensure efficient handling of customer inquiries. This frees up support agents’ time to focus on complex issues and provides a more efficient support experience.

Integration with Collaboration Tools: Help Desk software is integrated with collaboration and communication tools such as project management platforms, CRM systems, and team messaging applications. This facilitates cross-department collaboration, information sharing, and improved communication between support teams and other stakeholders.

Enhanced Data Security and Privacy: As data privacy regulations become more stringent, Help Desk software is focusing on strengthening data security and ensuring compliance. Encryption, secure data storage, access controls, and audit trails are being implemented to protect customer information and maintain data privacy.

How to Choose the Right Help Desk Software for Your Business

Choosing the right help desk software for your business is a crucial decision that can greatly impact your customer support operations and overall business success. To ensure you make an informed choice, consider the following factors when selecting a help desk software:

Define your requirements: Start by identifying your specific needs and objectives. Consider factors such as the size of your support team, the volume of customer inquiries, the complexity of your products/services, and the desired features and integrations.

Scalability: Choose a help desk software that can scale as your business grows. Ensure that the software can handle increasing ticket volumes, accommodate additional users, and support the expansion of your support operations.

Ticket management capabilities: Look for robust ticket management features such as ticket assignment, categorization, prioritization, and tracking. The software should provide automation options to streamline ticket routing and ensure efficient handling.

Multichannel support: Determine which communication channels are crucial for your customers and ensure that the help desk software supports them. Common channels include email, live chat, phone support, and social media integration.

Self-service options: Consider whether the software offers self-service features like a knowledge base, FAQs, and community forums. These empower customers to find solutions on their own, reducing the number of support tickets and improving customer satisfaction.

Reporting and analytics: Ensure that the software provides comprehensive reporting and analytics capabilities. This allows you to track key performance metrics, gain insights into customer behavior, identify trends, and make data-driven decisions to enhance your support operations.

Integration capabilities: Determine if the help desk software can integrate with other tools and systems that your business relies on, such as CRM, project management, or customer database software. The integration enables seamless data exchange and improves overall workflow efficiency.

User-friendly interface: Choose a user-friendly help desk software with an intuitive interface. This will facilitate easy adoption by your support team, reducing training time and ensuring smooth operations.

Customer support and vendor reputation: Research the customer support provided by the software vendor. Evaluate their responsiveness, availability, and the quality of their support services. Additionally, consider the reputation and track record of the software vendor within the industry.

Pricing and budget: Consider the pricing structure of the help desk software and ensure it aligns with your budget. Take into account factors such as the number of users, the level of support needed, and any additional costs for customization or integration.

Ready to Choose the Best Help Desk Software?

If you’re ready to choose the best help desk software for your business, consider exploring the features and benefits of Appy Pie Help Desk. With Appy Pie Help Desk, you can streamline your customer support processes and provide efficient assistance to your customers.

Appy Pie Help Desk offers a wide range of features to enhance your support operations. You can easily manage and organize customer tickets, assign them to the right agents, and track their progress. The software allows for seamless communication with customers through multiple channels, including email, live chat, and phone.

With its knowledge base functionality, Appy Pie Help Desk enables you to create a centralized repository of FAQs, guides, and articles to empower customers with self-service options. This helps reduce the number of support requests and improves customer satisfaction.

Appy Pie Help Desk also provides in-depth analytics and reporting, allowing you to gain insights into your support performance, identify trends, and make data-driven decisions. The software is highly customizable, allowing you to tailor it to your specific branding requirements.

So, if you’re looking for a comprehensive help desk software solution, Appy Pie Help Desk is worth considering. It can help you deliver exceptional customer support, boost customer satisfaction, and streamline your support operations.

Try Appy Pie Help Desk

Help desk software glossary of terms

Agent Collaboration: The ability of help desk software to facilitate collaboration and communication among support agents to resolve customer issues more efficiently.

Asset Management: The feature of help desk software that allows businesses to track and manage their IT assets, such as hardware, software licenses, and configurations.

Average Response Time: The average duration it takes for a help desk or support team to respond to a customer’s inquiry or support ticket.

Agent Roles: Refers to the different roles or positions within a help desk or support team. Each agent role is assigned specific responsibilities and tasks based on their expertise and skill set.

Agent Performance Metrics: The metrics used to evaluate the performance and productivity of support agents, such as average response time, ticket resolution rate, and customer satisfaction ratings.

Agent Status in Help Desk: Refers to the availability or current state of a support agent in a help desk system. The agent status indicates whether an agent is available to handle customer inquiries or if they are busy, away, or offline.

Customer Satisfaction Surveys: The feature of help desk software that allows businesses to collect feedback from customers through surveys to gauge their satisfaction levels and identify areas for improvement.

Change Management: The process of managing and implementing changes to IT systems, applications, or processes while minimizing disruption and ensuring smooth transitions.

Customer Portal: A secure online platform that allows customers to access their support tickets, communicate with agents, and track the progress of their inquiries.

Call Deflection: The strategy of redirecting or deflecting customer inquiries from phone support to self-service channels, such as a knowledge base or community forum.

Bug: An error or flaw in software or system functionality that causes it to behave in an unintended or incorrect way.

Backup and Recovery: The process of creating copies of data and system configurations to ensure that they can be restored in case of data loss or system failure.

Broadcast Message: A message sent to multiple users or all users of the help desk system to convey important information, announcements, or updates.

Backlog: The accumulation of unresolved or pending support tickets or tasks that need to be addressed by the help desk team.

Browser Compatibility: The ability of a software application or website to function correctly and display properly across the dashboard.

Call Routing: The process of directing incoming customer calls to the appropriate support agent or department based on predefined rules or criteria.

Customer Portal: An online platform or interface where customers can access self-service resources, submit support tickets, and interact with the help desk team.

Canned Responses: Predefined or templated responses used by support agents to quickly respond to common customer inquiries or issues, ensuring consistent and efficient communication.

Category: A classification or grouping used in the help desk system to organize support tickets based on the nature, type, or topic of the customer’s inquiry or issue.

Dashboard: A graphical user interface that provides an overview of key metrics, statistics, and performance indicators of the help desk system, allowing for quick and easy monitoring and analysis.

Deflection Rate: The percentage of support tickets or inquiries that are redirected or “deflected” from live agent support to self-service resources such as knowledge bases or FAQs.

Dispatching: The process of assigning or allocating support tickets or tasks to specific support agents or teams based on their availability, skills, or workload.

Duplication: The occurrence of multiple support tickets or inquiries related to the same issue or problem from different customers.

Escalation: The process of transferring a support ticket to a higher level of expertise or authority when it cannot be resolved at the initial level.

Escalation Path: A predefined sequence of steps that determines how support tickets are escalated to higher levels of support or management.

First Call Resolution (FCR): The ability of a support agent to resolve a customer’s issue or inquiry during their initial contact or interaction without the need for further escalation or follow-up.

Follow-up: The act of contacting a customer or following up on a support ticket or inquiry to provide additional information, updates, or resolution progress.

Full-Time Equivalent (FTE): A unit of measurement used to represent the workload or staffing capacity of a support team.

Grouping: The process of categorizing or grouping similar support tickets or inquiries together based on common characteristics or attributes.

Help Desk: A centralized support function or team responsible for handling customer inquiries, resolving technical issues, and providing assistance related to a company’s products or services.

Hotline: A dedicated phone line or communication channel for immediate assistance or urgent support requests.

Incident: An unplanned interruption or disruption of service that causes a user to seek help or support.

ITSM (IT Service Management): A framework or set of practices for managing and delivering IT services to meet the needs of an organization.

Integration: The process of connecting or combining different software systems, applications, or tools to streamline processes and improve data flow.

Incident Priority: The level of urgency or impact assigned to an incident based on its severity and business impact.

Knowledge Base: A centralized repository of information, articles, guides, and troubleshooting solutions that provide users with self-help resources.

Key Performance Indicators (KPIs): Metrics used to evaluate the performance and effectiveness of the help desk.

Metrics: Quantitative measurements are used to evaluate the performance and effectiveness of the help desk.

Major Incident: A significant and critical incident that has a severe impact on business operations or a large number of users.

Multi-tier Support: A support structure that involves multiple levels or tiers of support teams. Each tier is responsible for handling specific types of issues or incidents.

Macros: Predefined sets of actions or responses that can be applied to tickets or used in communication with users.

Migration: The process of transferring data, settings, configurations, or systems from one help desk software or platform to another.

NPS (Net Promoter Score): NPS is a customer satisfaction metric that measures the likelihood of customers recommending a company, product, or service to others.

New Ticket: In a help desk context, a new ticket refers to a customer or user request submitted for assistance or support.

Open Ticket: An open ticket refers to a support request or issue that is currently unresolved and actively being worked on by the help desk team.

SLA (Service Level Agreement): An agreement between a company and its customers that defines the level of service and support they can expect.

SLA Management: The practice of monitoring and ensuring that service level agreements are met and customer expectations are fulfilled.

SLA Breach: A situation where the help desk fails to meet the agreed-upon service level objectives or targets specified in the Service Level Agreement (SLA).

SLA Compliance: The measurement and monitoring of how well the help desk is meeting the defined service level agreements and adhering to the agreed-upon response and resolution times.

Ticket Prioritization: The process of assigning priority levels to support tickets based on their urgency and impact on the customer’s business.

Ticketing System: A system used by help desk software to manage and track customer inquiries or support tickets.

User Portal: The User Portal, also known as a self-service portal or customer portal, is a web-based interface that allows users or customers to access various help desk resources and services.

Workflow automation: Workflow automation refers to the use of technology to streamline and automate the sequence of tasks or activities involved in a help desk process.

The bottom line

This complete Help Desk guide has provided valuable insights into the world of help desk software. By understanding the definition, features, and benefits of help desk software, businesses can enhance their customer support processes and improve overall customer satisfaction. Appy Pie Help Desk Software emerges as a reliable and user-friendly solution that offers a wide range of features, seamless customization options, and excellent customer support. With Appy Pie Help Desk, businesses can streamline ticket management, optimize communication with customers, and provide efficient self-service options.

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