Help Desk Software Cheat Sheet 2026
The 30 highest-yield Help Desk Software facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.
- What is the goal of ITIL Access Management? → To grant users the right level of access to services and data they are authorized to use
- What practice helps keep a knowledge base from becoming cluttered with outdated content? → Scheduled content audits that review, update, or retire articles on a regular cycle
- You receive a call from a user who claims to be experiencing an Outlook event alone. Which group do you escalate the event to after you log it? → PC Support
- Which report type is most useful for identifying recurring SLA breaches by category? → SLA Performance Report by Ticket Category
- Which field in a ticket is most important for routing it to the correct support team? → Category or issue type
- Which ITIL process ensures that new or changed services are built, tested, and deployed correctly? → Release and Deployment Management
- Which ITIL concept describes a temporary fix applied to restore service while a permanent solution is developed? → Workaround
- When configuring SLAs in help desk software, what does 'priority-based SLA' mean? → Different SLA timeframes are applied based on the ticket's priority level
- In SLA management, what is a 'resolution target'? → The maximum amount of time allowed to fully close a ticket after it is opened
- What does a high ticket reopen rate typically indicate? → Agents are closing tickets too quickly without fully resolving issues
- In ITIL, what is the role of the Service Desk? → To serve as the single point of contact between IT and users for incidents and requests
- What computer operating system replaced Windows 98? → Windows ME
- Someone wishes to update the Employee Directory with their new address. Which of the following would you recommend? → Advise the user to go to IMS and submit changes via IMS.
- What does 'average handle time' (AHT) measure in help desk operations? → The average total time an agent spends on a ticket including work and follow-up
- What does 'time to first response' tell you about customer experience? → How quickly a customer receives initial acknowledgment after submitting a ticket
- A customer phones and laments forgetting their password. What do you do first to address the problem? → Positively identify the user's identity.
- What does SLA stand for in the context of help desk ticketing? → Service Level Agreement
- What is PASTE's keyboard shortcut? → Ctrl + V
- What is a Net Promoter Score (NPS) used for in help desk contexts? → Gauging how likely customers are to recommend the company's support to others
- What is a 'customer-based SLA' in a help desk context? → An SLA negotiated individually with a specific customer
- What is the primary purpose of a ticketing system in help desk software? → Track and manage support requests from submission to resolution
- What is a linked ticket used for? → Connecting related but separate issues so agents can reference them together
- Why is it important to track 'article feedback' (was this helpful?) in a knowledge base? → To identify articles that are inaccurate, confusing, or outdated so they can be improved
- What should a help desk agent do at the end of a remote support session? → Fully disconnect the session and confirm with the user that control has been returned
- Which network port does RDP use by default? → Port 3389
- Which feature lets help desk software automatically assign incoming tickets based on rules? → Auto-assignment or routing rules
- Which ticketing feature allows customers to monitor their own ticket progress without contacting an agent? → Self-service portal
- Which metric best reflects customer loyalty and long-term satisfaction with support? → Net Promoter Score (NPS)
- Which feature in remote support software lets agents annotate the user's screen to highlight steps? → Screen annotation or drawing tools
- The computer's mental core. This section performs calculations, moves, and information processing. → CPU
Turn these facts into recall: