Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

A customer trouble ticketing (help desk) is an assistance resource to solve a customer query. Companies often provide customer support using email, website, and/or telephone. The importance of ...

Spoke, a startup that wants to simplify the way companies add and process help desk tickets using artificial intelligence underpinnings, announced it has enhanced its AI engine to allow for more ...

A successful help desk isn’t as easy to create as you might think. It seems like if you have all the conventions of a good help desk structure, things will run smoothly on their own. However, there ...

Atlassian has acquired Halp, which creates help desk ticketing tools inside Slack. Atlassian's head of product integrations, Steve Goldsmith, said that Halp's tool is complementary to its existing ...

In this face-off between two customer service-focused help desk giants, I compare Freshdesk Omni and Zendesk for Customer ...

I'm a technologist, business writer, and book author. I first started writing in 2001, after I was downsized from a corporate job. In the early days of my writing career, I wrote features about ...

This week our Special Focus section takes a look at the trend toward automating mundane network management tasks such as trouble ticketing. Our author (Ddubie@nww.com) notes that a slew of vendors, ...