Training | Certification | Coaching | Embedding
Join 523 IT businesses making their end-users FEEL cared for.
Helpdesk Habits is a customer service training program, certification & resource, specifically developed for IT professionals, MSPs, VARs and corporate service desks.
Perfect for onboarding new recruits or lifting a team that's technically strong but needs up with their EQ. Win and delight more clients and retain more technicians.
Join 5,000+ already certified
I think this will be the best training for soft skills that we will ever find.
AI is changing how IT businesses and service desks operate. But here's what it can't do: build trust with a frustrated client, defuse a difficult conversation or make someone feel genuinely heard.
In a world where more of the routine work (rightly) gets automated, the human moments become the ones that actually define your reputation. The technicians who thrive won't just be the ones who know the tools - they'll be the ones who know how to connect with end-users.
Get that right, and four things happen naturally:
That's what Helpdesk Habits has been about since 2019. It's never been more relevant.
Mark Copeman created Helpdesk Habits to improve customer service in the IT industry
Mark's mission is simple: make remarkable customer service the norm in IT. With 5,000+ certified technicians, he's well on his way.
Helpdesk / service desk technicians and engineers are highly skilled in IT. Why? Because they've been trained and have practiced their art.
These same people are typically less skilled at dealing with customers and developing relationships. Why? Because they've likely never been trained or practiced that art - they've never been shown the way.
The Helpdesk Habits program aims to show the way (through all four of our product elements) and puts a focus on that underrated, yet incredibly important skill - 'EQ'.
I'm only on Module 1 of Helpdesk Habits and I love this dude. Great points - just in the intro.
I would choose Helpdesk Habits, if you're serious about growing your business in an ethical way and you care about your people and the clients you work with.
Four elements to help your team focus on what's important:
Training
60 bite-sized videos, spread over 4.5 hours, built on the ACETS framework - Attitude, Communications, Emotions, Tactics and Superhero Habits. A question after every module helps test understanding.
Certification
A 25-question exam at the end of the training. Pass at 80% to earn a personalised certificate. Add the certification to your LinkedIn profile and download your badges for email signatures.
Coaching
Use the The 'Response Coach' to work on real tickets. Create a response or paste in a request. Receive a polished reply back with coaching tied to the habits. Sensitive details are redacted before anything leaves the browser.
Embedding
Download desktop wallpapers, focus with Habit of the Week, move the needle with the 4 R's board. These and the key phrases swipe file keep the training embedded long after the videos end - because that's how habits actually form.
You can send your team on a course or ask them to read a book. Real change only happens when habit triggers and rewards are created.
Teams working on developing new habits together are even more effective (think Alcoholics Anonymous). With the right practice, habits - and therefore change - can then be truly embedded, as the graphic demonstrates.
The Helpdesk Habits video training program and certification is at the core of the service. Program access for 12 months.
First published in 2019 and based on Mark's experiences at Customer Thermometer and beyond. Read by thousands, and available in your country's Amazon store.
Trial the program, the platform and receive 5 free Response Coach credits.
Join 5,000+ others - start your journey below.
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Everything you need to know before getting started.
Helpdesk Habits is a video training program and certification specifically built for IT support technicians and helpdesk engineers. It focuses on the soft skills that technical training never covers - empathy, communication, attitude and habit formation. Over 4 hours of content across 61 bite-sized modules, plus resources to reinforce what's been learned.
Most customer service training is built for retail or contact centres. Helpdesk Habits is written specifically for the IT industry - the scenarios, language and examples all reflect the reality of working in an MSP or service desk environment. Your team won't spend time filtering out irrelevant content.
The full program is over 4 hours of video content. Most teams don't do it in one sitting - the modular format means you can drip feed one module a week, use it in team meetings, or have a new recruit work through it as part of onboarding.
Each module has a short quiz check. Once all modules are complete, technicians take a 25-question certification exam. Score over 80% and they receive a personalised certificate plus badges for their email signature and LinkedIn profile.
It's an industry certification specific to Helpdesk Habits rather than a regulated qualification. That said, hundreds of companies have put their teams through it - and the LinkedIn badge is a visible signal that your team takes professional development seriously.
We have a dedicated wall of love at helpdeskhabits.com/love - real feedback from MSPs and service desk teams who've been through the program.
A coach for the reply you're about to send. A technician pastes in a customer's ticket, or their own draft, and gets back a polished response written the Helpdesk Habits way - tuned to your company's own style notes - with coaching that ties every change to a numbered habit from the program. Certified technicians get free sessions to start; after that, teams top up with credit packs from $39.
Yes, by design. Emails, phone numbers, IP addresses and links are stripped out and replaced with placeholders in the technician's browser, before anything is sent - and they review exactly what will be submitted. Nothing pasted is ever stored or used for training. Team admins see a usage count, and nothing else.
Especially for you. Small MSPs live and die by client relationships. One technician who handles a difficult conversation badly can cost you a renewal. One who handles it brilliantly can generate a referral. The solo and small team pricing reflects that not everyone has a large training budget.
Yes. The free trial opens 13 videos, 5 desktop wallpapers and a sample of the book. Finish the trial modules and you'll unlock 5 free Response Coach sessions to use on real tickets. No credit card required.
Team membership plans include a manager dashboard where you can add and remove users, track progress through the program and see who has completed their certification. Useful for 1:1s and performance conversations.
Your account stays live for 12 months from your most recent purchase - so if you're adding new starters through the year, it keeps rolling forward and you never hit a renewal date. If you do lapse, renewing costs half price and resets your certified team members so they can run the program again.
Yes - we work with vendors, larger teams and resellers on customised versions of the program. Get in touch via our bespoke training page if you want something tailored to your business.
Possibly - but we'd ask you to grab a free trial account first. In our experience it answers 99% of questions and gives you a genuine feel for the program before committing. If you still have questions after that, drop us a line via the contact page and we'll be happy to help.
