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Since 1993, Mark Copeman has held customer-facing positions in B2B enterprises and later in his two marketing and video agencies. Helpdesk Habits helped to establish Client Thermometer, the 1-click helpdesk criticism apparatus in 2010 and afterward spent the following 8 years submerged in everything client assistance. He worked with hundreds of helpdesk managers from IT support businesses, large brand helpdesks, and internal enterprise service desks as he actively participated in their helpdesk. He personally experienced the challenges helpdesk managers face. He has dealt with numerous difficult but wonderful customers over the phone, in person, via email, and via chat. He left Customer Thermometer to write the book Helpdesk Habits. In 2019, that became the online program and certification.