What is the difference between an agent and a user?
Agents are the backbone of any helpdesk, serving as the support personnel, specialists, or experts who assist a specific number of users. These professionals act as the face of the support function, shaping clients' perceptions of the organization through their interactions and problem-solving skills.
Users, on the other hand, are the individuals or organizations receiving the support. They are typically authenticated as valid customers during the validation process, ensuring they are eligible for assistance.Together, agents and users form the core of an efficient helpdesk system, driving effective communication and customer satisfaction. Optimize your support operations by empowering agents to deliver exceptional experiences to every user.
