Search results for "helpdesk"

Hits ?▲	Authors	Title	Venue	Year	Link	Author keywords
153	Christian J. Sinnett, Tammy Barr	OSU helpdesk: a cost-effective helpdesk solution for everyone.	SIGUCCS	2004	DBLP DOI BibTeX RDF	scheduling, open source, service level agreements, inventory, helpdesk, support tools, knowledgebase, call tracking, management tools
145	Christian J. Sinnett, Tammy Barr	Building a champagne helpdesk on a beer budget.	SIGUCCS	2004	DBLP DOI BibTeX RDF	scheduling, open source, service level agreements, inventory, helpdesk, support tools, knowledgebase, call tracking, management tools
133	Betsy Black, E. Axel Larsson	A case study: implementing supportworks professional helpdesk at drew university.	SIGUCCS	2004	DBLP DOI BibTeX RDF	analysts, helpdesk professional, supportworks, database, helpdesk, knowledgebase, service level, microsoft access, call tracking
124	Matthew R. Link	Transforming support: from helpdesk to information center.	SIGUCCS	2002	DBLP DOI BibTeX RDF	root cause management, customer service, communications management, problem management
95	Wei Zhou, Takami Yasuda, Shigeki Yokoi	E-namoSupport: A Web-Based Helpdesk Support Environment for Senior Citizens.	WEBIST (Selected Papers)	2006	DBLP DOI BibTeX RDF	Information Cycle Model, Lifelong learning, Helpdesk, Frequently Asked Questions
79	Kevin F. White, Wayne G. Lutters, Anita Komlodi	Towards virtualizing the helpdesk: assessing the relevance of knowledge across distance.	CHIMIT	2008	DBLP DOI BibTeX RDF	virtual helpdesk, knowledge management, relevance, organizational memory, information reuse, cross-organizational
79	Matthew J. Conlon	Overhaul your helpdesk ticketing system.	SIGUCCS	2007	DBLP DOI BibTeX RDF	request, ticketing system, web-based software, work request, tracking, knowledge base, helpdesk, incident, customer support, problem, desktop support, ticket, issue, service desk
79	Vladimir Sklenar, Martin Radvanský, Michal Dobes	Navigation in Knowledge-Based System for Helpdesk Based on FCA.	ICCS	2007	DBLP DOI BibTeX RDF	Knowledge-Based Systems, Case Based Reasoning, Formal Concept Analysis, Helpdesk
66	Laurie Fox, Shawn M. Plummer	Opening the lines of communications with open source software.	SIGUCCS	2006	DBLP DOI BibTeX RDF	RT, SUNY Geneseo, ticket management, communication, open source, help desk, best practical
63	Mat Felthousen	Save the sprint across campus: bring the classroom to the helpdesk.	SIGUCCS	2007	DBLP DOI BibTeX RDF	classroom support, crestron, helpdesk
63	Teresa Chipman	Creating and managing a helpdesk in a multicultural environment.	SIGUCCS	2007	DBLP DOI BibTeX RDF	communication, documentation, cultures, location, helpdesk, student workers
58	Cindy Dooling, Richard Bertrand	IT professional development and helpdesk support on a shoestring budget or renewable resources.	SIGUCCS	2007	DBLP DOI BibTeX RDF	academic support, administrative support, communication, training, computers, staffing, principles
54	Jeroen Geuze, Peter Desain, Joop Ringelberg	Re-phrase: chat-by-click: a fundamental new mode of human communication over the internet.	CHI Extended Abstracts	2008	DBLP DOI BibTeX RDF	full text processing, web service, communication, conversation, chat, helpdesk, dialog systems, frequently asked questions
54	April Krukowski, Mark Reynolds	Students as service champions: a success story.	SIGUCCS	2004	DBLP DOI BibTeX RDF	second-level, management, support, students, staffing, helpdesk
54	Jeffrey Lane, Annette Cutino, Marilyn McMillan	Adventures in XSC: our six-week countdown to extended service coverage.	SIGUCCS	2002	DBLP DOI BibTeX RDF	extended service, staff training, standard operating procedures, helpdesk, incident management, new services
50	John Saul, Betsy Black, Erik Larsson	Helpdesk.Drew.Edu: Home Growing a Helpdesk Solution Using Open-Source Technology.	SIGUCCS	2000	DBLP DOI BibTeX RDF
46	Trisha Guy	Backstage at the helpdesk (poster).	SIGUCCS	1999	DBLP DOI BibTeX RDF	computer center, university, helpdesk
46	Katherine Motsuk	The Student HelpDesk: Student Information Technology Support at Georgetown University.	SIGUCCS	1999	DBLP DOI BibTeX RDF	helpdesk, student staff, student support
41	Satoru Sasaki, Atsushi Fujii	A method for helpdesk-oriented question answering.	IUCS	2009	DBLP DOI BibTeX RDF	question answering, web retrieval
41	Renata S. S. Guizzardi, Lora Aroyo, Gerd Wagner 0001	Agent-Oriented Knowledge Management in Learning Environments: A Peer-to-Peer Helpdesk Case Study.	AMKM	2003	DBLP DOI BibTeX RDF
41	Chittibabu Govindarajulu	The status of helpdesk support.	Commun. ACM	2002	DBLP DOI BibTeX RDF
41	Sheila Garfield, Stefan Wermter	Recurrent Neural Learning for Helpdesk Call Routing.	ICANN	2002	DBLP DOI BibTeX RDF
38	Julia Kosatka, Anita Bhakta	From yellow stickies to the world-wide web: the evolution of problem tracking at the University of Houston.	SIGUCCS	2004	DBLP DOI BibTeX RDF	RightNowTechnologies, burnout, console, fileMaker pro, collaboration, web, tracking, e-mail, helpdesk, notification system, remedy, self-service
38	Simon Kissler	Using intelligent e services to empower users and decrease first-level support issues.	SIGUCCS	2002	DBLP DOI BibTeX RDF	knowledge base, e-services, helpdesk, user support
33	Joe Lim	University of Toronto Mississauga: "the one" project.	SIGUCCS	2007	DBLP DOI BibTeX RDF	centralizing systems, enhancing student experience, help desk, id
33	Sheila Garfield, Stefan Wermter	Call classification using recurrent neural networks, support vector machines and finite state automata.	Knowl. Inf. Syst.	2006	DBLP DOI BibTeX RDF	Spontaneous language, Classification, Support-vector machines, Recurrent neural networks, Finite-state automata
33	Karen McRitchie	Student leadership teams: does the benefit outweigh their egos?	SIGUCCS	2006	DBLP DOI BibTeX RDF	student leadership, student staff management
33	Mo Nishiyama, Leslie J. McNeil, Holly E. Wyatt	The matrix and beyond: expanding proactive resources for customers.	SIGUCCS	2006	DBLP DOI BibTeX RDF	role-based matrix, workflow improvement, communication, knowledge management, portals, customer service, electronic documentation
25	Beatriz Bernárdez 0001, José Ignacio Panach, José Antonio Parejo, Amador Durán Toro, Natalia Juristo, Antonio Ruiz-Cortés	An empirical study to evaluate the impact of mindfulness on helpdesk employees.	Sci. Comput. Program.	2023	DBLP DOI BibTeX RDF
25	Desiree Mayer, Angela Kailus	Der NFDI4Culture Helpdesk - ein Beratungsangebot für die Kulturwissenschaften.	DHd	2023	DBLP DOI BibTeX RDF
25	Iman Ataee Langroudy, Marinus Pennings, Dhruva Chakravorty, Honggao Liu	CIBot: Integrating and Automating Researcher Support in Cyberinfrastructure Helpdesk Operations.	PEARC	2023	DBLP DOI BibTeX RDF
25	Anastasia Terzi, Eleni Akritidou, Matina Bibi	Enhancing User Experience: Virtual Assistants in Greek University Helpdesk Service.	PCI	2023	DBLP DOI BibTeX RDF
25	Reece Nicholls, Ryan Fellows, Steve Battle, Hisham Ihshaish	Problem Classification for Tailored Helpdesk Auto-Replies.	CoRR	2022	DBLP DOI BibTeX RDF
25	Reece Nicholls, Ryan Fellows, Steve Battle, Hisham Ihshaish	Problem Classification for Tailored Helpdesk Auto-replies.	ICANN (4)	2022	DBLP DOI BibTeX RDF
25	Zhaohao Zeng, Tetsuya Sakai	DCH-2: A Parallel Customer-Helpdesk Dialogue Corpus with Distributions of Annotators' Labels.	CoRR	2021	DBLP BibTeX RDF
25	Siu Hin Ng, Yen-Chun Huang, Sheng-Jie Lin, Yung-Chun Chang	Context-dependent Features Fusion with BERT for Evaluating Multi-Turn Customer-Helpdesk Dialogues.	WI/IAT	2021	DBLP DOI BibTeX RDF
25	Shivali Agarwal, Jayachandu Bandlamudi, Atri Mandal, Anupama Ray, Giriprasad Sridhara	Automated Assignment of Helpdesk Email Tickets: An AI Lifecycle Case Study.	AI Mag.	2020	DBLP DOI BibTeX RDF
25	Akhil Kumar 0001, Siyuan Liu	Analyzing a Helpdesk Process Through the Lens of Actor Handoff Patterns.	BPM (Forum)	2020	DBLP DOI BibTeX RDF
25	Judit Kumuthini, Lyndon Zass, Sumir Panji, Samson P. Salifu, Jonathan K. Kayondo, Victoria Nembaware, Mamana Mbiyavanga, Ajayi Olabode, Ali Kishk, Gordon Wells, Nicola J. Mulder	The H3ABioNet helpdesk: an online bioinformatics resource, enhancing Africa's capacity for genomics research.	BMC Bioinform.	2019	DBLP DOI BibTeX RDF
25	Atri Mandal, Nikhil Malhotra, Shivali Agarwal, Anupama Ray, Giriprasad Sridhara	Automated Dispatch of Helpdesk Email Tickets: Pushing the Limits with AI.	AAAI	2019	DBLP DOI BibTeX RDF
25	Zhaohao Zeng, Cheng Luo 0001, Lifeng Shang, Hang Li 0001, Tetsuya Sakai	Towards Automatic Evaluation of Customer-Helpdesk Dialogues.	J. Inf. Process.	2018	DBLP DOI BibTeX RDF
25	Atri Mandal, Nikhil Malhotra, Shivali Agarwal, Anupama Ray, Giriprasad Sridhara	Cognitive system to achieve human-level accuracy in automated assignment of helpdesk email tickets.	CoRR	2018	DBLP BibTeX RDF
25	Pawel Kamocki, Erik Ketzan, Julia Wildgans, Andreas Witt	CLARIN Legal Information Plattformen und Legal Helpdesk.	DHd	2018	DBLP DOI BibTeX RDF
25	Solomiia Fedushko, Yuriy Syerov	Classification of Medical Online Helpdesk Users.	IREHI	2018	DBLP BibTeX RDF
25	Mayur Patidar, Puneet Agarwal, Lovekesh Vig, Gautam Shroff	Automatic Conversational Helpdesk Solution using Seq2Seq and Slot-filling Models.	CIKM	2018	DBLP DOI BibTeX RDF
25	Atri Mandal, Nikhil Malhotra, Shivali Agarwal, Anupama Ray, Giriprasad Sridhara	Cognitive System to Achieve Human-Level Accuracy in Automated Assignment of Helpdesk Email Tickets.	ICSOC	2018	DBLP DOI BibTeX RDF
25	F. Ismaili, A. Bulku, B. A. Caushi	Analysis, design and implementation of a helpdesk management system - Case study "Albanian Radio Television".	MIPRO	2018	DBLP DOI BibTeX RDF
25	Spyros Gkezerlis, Dimitris Kalles	Decision Trees for Helpdesk Advisor Graphs.	CoRR	2017	DBLP BibTeX RDF
25	Leandro Noer Alassia, Cecilia Palermo, F. Recondo, María Victoria Giussi, Adriana Stieben, Analía Baum, Fernán Gonzalez Bernaldo de Quirós	Managing User Needs During the EHR Implementation in Buenos Aires City: The HelpDesk Role.	MedInfo	2017	DBLP DOI BibTeX RDF
25	Zhaohao Zeng, Cheng Luo 0001, Lifeng Shang, Hang Li 0001, Tetsuya Sakai	Test Collections and Measures for Evaluating Customer-Helpdesk Dialogues.	EVIA@NTCIR	2017	DBLP BibTeX RDF
25	Lukas Povoda, Akshaj Arora, Sahitya Singh, Radim Burget, Malay Kishore Dutta	Emotion recognition from helpdesk messages.	ICUMT	2015	DBLP DOI BibTeX RDF
25	R. Kevin Chapman	Re-Inventing the Helpdesk. Again. In Five Weeks or Less.	SIGUCCS	2015	DBLP DOI BibTeX RDF
25	Si Sun, Xiaomu Zhou, Julia Adler-Milstein, Kai Zheng 0002	Ten Types of Clinician Questions: A Study of CPOE Helpdesk Phone Logs.	AMIA	2013	DBLP BibTeX RDF
25	Rachael Cottam, Jeff Goff, Peter Nguyen	Extending the centralized helpdesk functionality to improve decentralized support.	SIGUCCS	2012	DBLP DOI BibTeX RDF
25	Dingding Wang 0001, Tao Li 0001, Shenghuo Zhu, Yihong Gong	iHelp: An Intelligent Online Helpdesk System.	IEEE Trans. Syst. Man Cybern. Part B	2011	DBLP DOI BibTeX RDF
25	Leonel Morgado, Paulo Reis, Fausto de Carvalho, Tiago Ribeiro 0002, Pedro Mestre, Carlos Serôdio	Architecture for transparent helpdesk system with multimodal presence.	SOCA	2010	DBLP DOI BibTeX RDF
25	Thomas Beckers 0002, Ingo Frommholz, Ralf Bönning	Multi-facet Classification of E-mails in a Helpdesk Scenario.	LWA	2009	DBLP BibTeX RDF
25	Shenghuo Zhu, Tao Li 0001, Zhiyuan Chen 0003, Dingding Wang 0001, Yihong Gong	Dynamic active probing of helpdesk databases. (PDF / PS)	Proc. VLDB Endow.	2008	DBLP DOI BibTeX RDF
25	Jörg Benze	HelpDesk-Systeme der Telekommunikationsbranche: der Weg zum aktiven Infrastrukturmanagement.		2007	RDF
25	Matthias Nückles, Anna Ertelt	The problem of describing a problem: Supporting laypersons in presenting their queries to the Internet-based helpdesk.	Int. J. Hum. Comput. Stud.	2006	DBLP DOI BibTeX RDF
25	Jochen Malinowski, Daniel J. Hinz	Diffusion of Helpdesk Systems - The Influence of Personal Networks on the Level of Adoption.	PACIS	2006	DBLP BibTeX RDF
25	Wei Zhou, Takami Yasuda, Shigeki Yokoi	E-Namosupport: A Web-Based Helpdesk Support Environment for Senior Citizens.	WEBIST (2)	2006	DBLP BibTeX RDF
25	Jörg Benze	Untersuchung von HelpDesk-Systemen der Kommunikationsbranche.		2005	RDF
25	Nils Einar Eide, Andreas N. Blaafadt, Baard H. Rehn Johansen, Frode Eika Sandnes	DIGIMIMIR: A Tool for Rapid Situation Analysis of Helpdesk and Support Email.	LISA	2004	DBLP BibTeX RDF
25	Anssi Karhinen, Juha Kuusela, Marco Sandrini	Software Architecture Helpdesk.	PFE	2003	DBLP DOI BibTeX RDF
25	Conny Kühne, Daniel Pauer, Claus Rautenstrauch	Ein Helpdesk-System zur Bearbeitung von Anliegen Studierender am Beispiel der VGU.	Wirtschaftsinformatik (1)	2003	DBLP BibTeX RDF
25	Schubert Foo, Siu Cheung Hui, Peng-Chor Leong	Web-based intelligent helpdesk-support environment.	Int. J. Syst. Sci.	2002	DBLP DOI BibTeX RDF
25	Charlie Hitlin, Catherine Roy, Dean Tallman	eDesk Online - Internal Development and Deployment of HelpDesk Management Software.	SIGUCCS	2000	DBLP DOI BibTeX RDF
25	Gordon Davies, Brian J. Garner	Telematics helpdesk for external students of computing at Deakin University.	ITiCSE-WGR	1999	DBLP DOI BibTeX RDF
25	Jim E. Greer, Gordon I. McCalla, John Cooke, Jason A. Collins, Vive Kumar, Andrew Bishop, Julita Vassileva	The Intelligent Helpdesk: Supporting Peer-Help in a University Course.	Intelligent Tutoring Systems	1998	DBLP DOI BibTeX RDF
25	Lisa Gregory-Mix	A Student-run Helpdesk at Cornell University - Does it Work?	SIGUCCS	1998	DBLP DOI BibTeX RDF
25	Dawn E. Hewitt, Jonathan Bolte	Knowledge Bases: How to Build a Virtual Helpdesk (and why, and how much).	SIGUCCS	1998	DBLP DOI BibTeX RDF
25	Malcolm Bradley, Ray Dawson	Reducing the cost of IT ownership using feedback from the IT helpdesk.	Softw. Qual. J.	1997	DBLP DOI BibTeX RDF	cost of ownership, whole life cost, metrics, information technology, failure
25	Linda Littleton	HDD: a helpdesk database.	SIGUCCS	1994	DBLP DOI BibTeX RDF
25	Annette B. Littrell	Training Helpdesk: using students to beat the odds.	SIGUCCS	1993	DBLP DOI BibTeX RDF
21	Karen J. McRitchie	Technology consultants: a successful generation of student staff.	SIGUCCS	2009	DBLP DOI BibTeX RDF	student staffing, training, management, helpdesk, lab management
21	Cindy Dooling, Shahra Meshkaty	Collaborating outsourcing of the IT help desk.	SIGUCCS	2009	DBLP DOI BibTeX RDF	collaboration, email, outsourcing, portal, students, helpdesk, faculty, employees
21	Yvonne Clark, Peggy Shuffstall	If we build it will you come?	SIGUCCS	2009	DBLP DOI BibTeX RDF	building relationships, user-support content, collaborate, communicate, community, train, documentation, support, customer service, helpdesk, user support, customer support
21	Tamera Aune, Nick Sonsteby, Jessie Twaddle, Steve Vogt	How to host a regional conference: GusDay.	SIGUCCS	2008	DBLP DOI BibTeX RDF	collaboration, learning, management, innovation, educational technology, helpdesk, conference
21	Maurizio Lancia, Roberto Puccinelli, Flavio Lombardi	Feasibility and benefits of migrating towards JEE: a real life case.	PPPJ	2007	DBLP DOI BibTeX RDF	JEE, financial accounting, human resource management systems, Java, helpdesk, open standards
21	Joelle Faulks	Outsource this!: broaden support and reduce staff burnout.	SIGUCCS	2004	DBLP DOI BibTeX RDF	blended support, blended support model, budget restraints, burn out, outsource tier 1 support, rising expectations, tier 1 support, innovative, outsource, helpdesk
21	Lynda S. LaRoche, Julianne M. Miranda, Angela P. Smock, Theresa A. M. Noble	Computing labs and technology classroom (CLTC) initiative: a model for distributed support.	SIGUCCS	2003	DBLP DOI BibTeX RDF	collaborative project management, planning and policy, technology classrooms, helpdesk, computing labs, user services, distributed support
21	Kim Washburn, Janice G. El-Bayoumi	UNB's single site service source.	SIGUCCS	2003	DBLP DOI BibTeX RDF	web, service, support, help desk, helpdesk
21	Gary Doucette, Ginger LeBlanc	The call tracking system.	SIGUCCS	2002	DBLP DOI BibTeX RDF	communication, training, organization, helpdesk, call tracking
21	Stephen Tucker, Andrew Pigou, Thom D. Zaugg	e-Learning: making it happen now.	SIGUCCS	2002	DBLP DOI BibTeX RDF	e-learning, healthcare, technology, content, helpdesk, learners
16	Danco Davcev, Marjan Arsic, Dalibor Ilievski	A Mobile User Interface for Business Knowledge Management (BKM).	HCI (8)	2009	DBLP DOI BibTeX RDF	Adaptable mobile interface, XML Agents, Web services, Fuzzy logic, Pocket PC
16	Beth Rugg, Lisa Efing	A centralized approach to managing a large student staff.	SIGUCCS	2009	DBLP DOI BibTeX RDF	student employment, scheduling, training, management, centralization, recruitment, supervision, budgeting
16	Janet L. Kourik, Jiangping Wang	Reduce pressure on students and it services via software-vendor programs and hosting.	SIGUCCS	2009	DBLP DOI BibTeX RDF	software support, software vendor hosting, software licensing, IT services
16	Marco Avvenuti, Alessio Vecchio	Mobile visual access to legacy voice-based applications.	Mobility Conference	2009	DBLP DOI BibTeX RDF	Java micro edition, mobile devices, Android, VoiceXML
16	Charles Pak	The near real time statistical asset priority driven (nrtsapd) risk assessment methodology.	SIGITE Conference	2008	DBLP DOI BibTeX RDF	risk assessment, asset management
16	Kevin F. White, Wayne G. Lutters	Structuring cross-organizational knowledge sharing.	GROUP	2007	DBLP DOI BibTeX RDF	cross-organization, expertise recommendation, ontology, trust, knowledge management, profiles, social computing, organizational memory, qualitative research, socio-technical
16	Guillermo de Jesús Hoyos-Rivera, Roberta Lima-Gomes, Roberto Willrich, Jean-Pierre Courtiat	CoLab: A New Paradigm and Tool for Collaboratively Browsing the Web.	IEEE Trans. Syst. Man Cybern. Part A	2006	DBLP DOI BibTeX RDF
16	Cindy Dooling, Jeff White, Cathy Lee	Software management.	SIGUCCS	2006	DBLP DOI BibTeX RDF	administrative support, communication, training, computers, audit, licenses, software management, principles
16	Raymond Gable	VOIP in a university call center.	SIGUCCS	2006	DBLP DOI BibTeX RDF	ACD, IP contact center, agent dashboard, frontrange solutions, help center, service, VOIP, help desk, call center
16	Sameer Bajaj, Lee S. Sproull	The impact of structure and medium on choice and recall in profile assessment.	CHI Extended Abstracts	2006	DBLP DOI BibTeX RDF	expert finder, profile data, social judgment, choice
16	Saeed Rajput, Jihong Chen, Sam Hsu	State based authentication.	ACM Southeast Regional Conference (2)	2005	DBLP DOI BibTeX RDF	rule-based attack, syllable attack, security, authentication, access control, attack, password, help-desk, vulnerabilities, dictionary attack, unauthorized access, password management
16	Jolanta Soltis, Pritesh P. Patel, Brian Whitworth	Designing a new employee orientation (NEO) system.	SIGUCCS	2005	DBLP DOI BibTeX RDF	orientation, computing resources, employee
16	Holger Brocks, Henning Meyer, Thomas Kamps	Flexible Exception Handling in a Multi-Agent Enactment Model for Knowledge-Intensive Processes.	IAT	2005	DBLP DOI BibTeX RDF
16	Minhui Xie, Mark Tomlinson, Bobby Bodenheimer	Interface design for a modern software ticketing system.	ACM Southeast Regional Conference	2004	DBLP DOI BibTeX RDF	trouble-ticketing, user interface design, XUL
16	Adel Al-Taitoon, Carsten Sørensen	Supporting Mobile Professionals in Global Banking: The Role of Global ICT-Support Call-Centres.	HICSS	2004	DBLP DOI BibTeX RDF