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Troubleshooting refers to systematically working through an issue to get to its root cause. Troubleshooting in Support Terminology could refer to a support agent working with a customer over remote support tools, such as Screen Sharing, etc. and taking an issue to resolution.
Helpdesks make this possible by providing integrations that let a user connect with a support team regardless of how geographically scattered they are, using third-party integrations. To understand how these work, visit one of the links below: