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Raiseaticket Blog

Guides & insights for support teams

Practical advice on running a helpdesk, choosing the right tools, and delivering support your customers actually remember - from the team behind the 100% free Raiseaticket helpdesk.

01 / 12
Guides6 min read

iGaming player support: bringing every issue under control

Account access, payments and technical incidents arrive through inboxes and chats, so nobody owns them. How iGaming teams route by urgency, protect response times and keep the investigation in one place.

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02 / 12
Buyer's guide8 min read

Best free help desk software: how to actually choose one

Free covers four very different models. The five checks that decide whether a free helpdesk survives a real queue - plus an honest account of where we are not the right answer.

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03 / 12
How-to7 min read

How to respond to customer complaints (with 7 templates)

A five-step framework - listen, acknowledge, apologise, act, follow up - and seven ready-to-use complaint response templates for the situations support teams hit most.

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04 / 12
Guides6 min read

Escalation management: a practical guide for support teams

Functional vs hierarchical escalation, when to escalate, how to build an escalation matrix, and how a helpdesk automates routing, SLAs and breach reminders.

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05 / 12
Buyer's guide5 min read

Free forever vs free trial: what to check in a helpdesk

Most "free" helpdesks are trials with a clock, a contact cap, or a stripped feature set. Here is how to spot the difference before you commit your team.

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06 / 12
Guides6 min read

What is a helpdesk? A plain-English guide

What a helpdesk actually is, how ticketing works, and how it differs from a shared inbox or a service desk - plus the features that genuinely matter.

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07 / 12
Guides6 min read

What is an SLA? A guide for support teams

What a Service Level Agreement is, response vs resolution time, how SLAs work inside a helpdesk, and the common mistakes to avoid.

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08 / 12
Guides5 min read

Shared inbox vs helpdesk: when to make the switch

A shared support inbox works until it doesn’t. Five signs you have outgrown it, what a helpdesk adds, and how to switch without disruption.

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09 / 12
How-to7 min read

How to reduce support ticket volume: 7 practical ways

The cheapest ticket is the one never raised. Seven proven ways to cut volume with self-service, root-cause fixes, proactive comms and automation.

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10 / 12
Guides5 min read

What is a knowledge base? A guide

A self-service library of help articles that lets customers and agents find answers on their own - the highest-impact way to deflect repeat tickets.

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11 / 12
Guides5 min read

What is CSAT? A guide to measuring satisfaction

What Customer Satisfaction Score is, how it is calculated, how it differs from NPS and CES, and how to improve it.

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12 / 12
Guides5 min read

Helpdesk vs service desk: what’s the difference?

A helpdesk resolves issues; a service desk manages IT services end-to-end under ITIL. The real differences - and how to choose.

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