--- title: "Corporate helpdesks under pressure from home office workers — ZEBR.ai" description: "Jozef Kačala, Sales Engineer for EMEA and APAC at GFI Software" url: "https://zebr.ai/en/blog/corporate-helpdesks-under-pressure-from-home-office-workers" markdown_url: "https://zebr.ai/en/blog/corporate-helpdesks-under-pressure-from-home-office-workers.md" language: "en" published: "2020-10-05T08:41:42+00:00" alternates: cs: "https://zebr.ai/cs/blog/firemni-helpdesky-pod-naporem-home-office-pracovniku.md" sl: "https://zebr.ai/sl/blog/sluzbe-za-pomoc-uporabnikom-v-podjetjih-pod-pritiskom-zaposlenih-ki-delajo-od-doma.md" sk: "https://zebr.ai/sk/blog/firemne-helpdesky-pod-naporom-pracovnikov-z-home-office.md" hr: "https://zebr.ai/hr/blog/korporativni-helpdeskovi-pod-pritiskom-zaposlenika-koji-rade-od-kuce.md" sr-Latn: "https://zebr.ai/sr-latn/blog/kompanijski-helpdeskovi-pod-pritiskom-zaposlenih-koji-rade-od-kuce.md" bs: "https://zebr.ai/bs/blog/korporativni-helpdeskovi-pod-pritiskom-zaposlenika-koji-rade-od-kuce.md" sq: "https://zebr.ai/sq/blog/helpdesket-e-kompanive-nen-presionin-e-punonjesve-ne-home-office.md" fr: "https://zebr.ai/fr/blog/les-helpdesks-d-entreprise-sous-la-pression-des-teletravailleurs.md" es: "https://zebr.ai/es/blog/helpdesks-empresariales-bajo-la-presion-de-los-trabajadores-en-home-office.md" de: "https://zebr.ai/de/blog/unternehmens-helpdesks-unter-dem-ansturm-von-homeoffice-mitarbeitern.md" pt-BR: "https://zebr.ai/pt-br/blog/helpdesks-corporativos-sob-pressao-dos-trabalhadores-em-home-office.md" pl: "https://zebr.ai/pl/blog/firmowe-helpdeski-pod-naporem-pracownikow-pracujacych-z-domu.md" it: "https://zebr.ai/it/blog/helpdesk-aziendali-sotto-pressione-per-l-aumento-dei-lavoratori-in-home-office.md" nl: "https://zebr.ai/nl/blog/bedrijfshelpdesks-onder-druk-door-thuiswerkers.md" hu: "https://zebr.ai/hu/blog/vallalati-helpdeszkek-az-otthonrol-dolgozo-munkatarsak-rohamaban.md" ro: "https://zebr.ai/ro/blog/helpdesk-urile-companiei-sub-presiunea-angajatilor-care-lucreaza-de-acasa.md" tr: "https://zebr.ai/tr/blog/evden-calisanlarin-yuku-altinda-kurumsal-helpdeskler.md" id: "https://zebr.ai/id/blog/helpdesk-perusahaan-di-bawah-tekanan-pekerja-home-office.md" --- [Home](https://zebr.ai/en/) [Blog](https://zebr.ai/en/blog) Corporate helpdesks under pressure from home office workers # Corporate helpdesks under pressure from home office workers [blog](https://zebr.ai/en/blog?tag=blog) [GFI Software](https://zebr.ai/en/blog?tag=gfi-software) [helpdesk and ticketing](https://zebr.ai/en/blog?tag=helpdesk-and-ticketing) [remote access and home office](https://zebr.ai/en/blog?tag=remote-access-and-home-office) Jozef Kačala, Sales Engineer for EMEA and APAC at GFI Software 05/10/2020 · 4 min read · ZEBR.ai editorial team **Jozef Kačala, Sales Engineer for EMEA and APAC at GFI Software** **Working from a home office is a pleasant arrangement for many people. It eliminates the tiring daily commute, allows them to get some housework done, and provides the assurance that their children are supervised and safe. Some estimates suggest that global antidepressant consumption declined during the spring months, which has been linked to the less stressful working environment at home. However, working from home also has its downsides, and the people whose antidepressant consumption certainly has not declined are corporate helpdesk workers, who now have far more work than usual.** **Main challenges** It is estimated that, as a result of the coronavirus epidemic, up to 88% of organizations worldwide moved their employees to home offices. As a result, technical problems have increased, leading to overload at both the technical support and customer support levels. It is estimated that the number of helpdesk support requests worldwide has risen by 51% due to the increase in employees working from home. Employees' productivity and morale are declining because, instead of focusing on their work tasks, they are dealing with whether their VPN will work or what the quality of a conference call will be over their home Wi-Fi connection. Customer support logically suffers as well—many support staff also work from home, and because their home IT infrastructure is not designed for the usual helpdesk workload, technical outages occur and the quality of customer service declines. Companies thus lose their reputation and subsequently customers as a result of slower responses to their requests. High-quality customer support has always been a key success factor, but in today's situation it is becoming clear that maintaining it also depends equally on technical support for employees working remotely. Quality customer support and technical support for employees are now interconnected and require a comprehensive solution. Organizations are therefore trying to streamline their support processes and are looking for powerful, comprehensive tools to handle both employee and customer requests. **Requirements for technical tools** Insufficient support for helpdesk processes is felt by all companies whose employees work partly or entirely from home; currently, this is particularly true for companies in tourism, online retail, and administrative staff across all industries. For example, in the case of e-shops, where gaining or losing customers can depend on a support agent responding one second faster or on a frozen web page, properly functioning helpdesk systems are the be-all and end-all of the entire business. Companies therefore need to support their helpdesk processes using technical tools that enable them in particular to: - Respond immediately to helpdesk requests - Automate as many requests as possible and address problems proactively - Implement multi-layered support in situations where support staff are also working from home - Improve the skills of support teams - Create knowledge bases for simpler and faster ticket management **Comprehensive helpdesk system** Many companies, especially SMBs, may therefore welcome the recently introduced GFI HelpDesk solution, which provides comprehensive yet affordable support for helpdesk processes. GFI HelpDesk, built on Kayako technology, is a software helpdesk solution with extensive functionality, including support for chat, ticketing, ratings and advanced reporting, automation of routine processes, and access to clear web portals. The solution is available both separately and as part of the **[GFI Unlimited](http://www.gfi-unlimited.cz/)** licensing model. GFI HelpDesk is software that unifies and integrates support functions and is designed for self-hosting. Customers or employees can easily submit a support ticket via email, chat, or other applications and track the resolution process. Helpdesk staff can view, create, assign, and close tickets. They can share notes with each other and collaborate on resolving issues. Teams can create rules for automatic responses and ticket routing based on their properties, content, customer type, and other parameters. GFI HelpDesk can consolidate records of all user activity across all interactions between the user and the company into a clear format. It is possible to record page views, orders, order history, helpdesk searches, or events from proprietary products, applications, and services in real time. The helpdesk team therefore has much more information available about supported users. The result is a positive customer experience and simpler, more productive work for the team. Learn more at or [**www.gfi-unlimited.cz**](http://www.gfi-unlimited.cz/)**.** Article author: ZEBR.ai editorial team Read on ## More related articles [All articles](https://zebr.ai/en/blog) Contact ## Do you need a solution for yourself or for your client? Tell us which service you are looking into, and a specialist in that area will get back to you directly. [(704) 745-4214](tel:+17047454214)\ --- - Source: - Site overview for AI agents: