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Description:

What is a "smart" help desk? We think its one that is simple to use by agents and customers, yet powerful, flexible and easily customizable for administrators.  And of course it should save time and money while still delivering outstanding customer service.  In this 3-part live webinar series, we'll walk you through building a smart help desk with open source OTRS tools to help achieve competitive, enterprise strength solutions for significantly lower costs.

Part 1: Think before you act

A well-designed solution starts with a well thought out plan. We'll share the key areas to take into consideration and walk you through the basic design elements to make smart decisions for your implementation.