Andra Vomir: Here's what I absolutely hate when reaching out to a company's help desk.
When you have a live chat like intercom on your website, and I click in, thinking that I'm going to get a response right away because it's a live chat, but then I'm told that I'll get a response within 48 hours or so. Not cool.
I get an auto reply telling me I'm ticket number 6954. (Yes, I'm looking at you, Zendesk.)
If I have to talk to a bot before I can talk to a support rep, I'm already annoyed.
If I'm talking to a rep or a bot and you're sending me support desk articles that I've already looked up on my own time—it feels like you're wasting my time.
When I get a response back via email, but because it's so templated, I just assume it's another templated message and I archive it, but in reality, there was a small sentence in there that actually answered my question.
If you are looking for a help desk and you don't want your customers to feel like this, Then check out the help desk that we use that's actually taken all of these things into account.