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As your business expands, you will need to scale your customer support. Expectations from a helpdesk will constantly change, especially when you’ve reached an enterprise status. You might require more than the basic helpdesk features. For example, big companies might use features like:

  • Sandbox - to create a replica of their helpdesk and preview features and configurations before implementing them.

  • Audit logs - to stay on track of all the changes being made to the helpdesk.

  • Skill-based ticket assignment - to ensure that agents with the right skill set are handling the right customer issues.

  • Dedicated security features -  like custom SSL certificates, IP whitelisting, and custom email servers.

A helpdesk with all these features can be safely called an enterprise customer support software that can seamlessly adapt to a large company’s requirements.