The rise of social media should horrify any company with crappy customer service. Right now, with minimal effort, any disgruntled customer can use a service like Twitter to voice their complaints to ...

I've been building websites and marketing campaigns for small businesses since 2010. I also run two businesses of my own: Hired Gunn Writing & Consulting and the Weeknight Writers group. I'm obsessed ...

Modern help desk software has to fulfill many requirements nowadays. It must simultaneously satisfy the needs of the customers, the support agents and the company. Customers should feel comfortable ...

Help desk vendors Remedy and Peregrine this week will separately introduce products designed to better align business processes with IT assets and service management, which users say helps to resolve ...

Fixify Inc., a startup helping companies process employees’ technical support requests more efficiently, today announced that it has raised $25 million in funding. Costanoa Ventures, Decibel Partners ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

I don't know if this is the correct forum to post this. Currently we have a split IT Team with Infrastructure and Programmers. The Infrastructure team uses Help Desk Authority to handle issue ticket ...