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

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 ...

As businesses develop their IT budgets for 2023, with the specter of an economic slowdown looming, artificial intelligence (AI)-related projects will figure prominently in the discretionary spending ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

You may have heard about the benefits of consolidating help desk instances, from increasing your support team’s efficiency to enhancing the global customer experience. But are these advantages worth ...

A help desk professional is someone that balances customer service skills with technical competency to assistant internal employees or external clients with computer or technological issues. Internal ...

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 ...

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 ...

Service desks are prime targets. A practical, NIST-aligned workflow for help desk user verification that stops social engineering without slowing support. Learn how role- & points-based verification ...

Help desk technicians utilize numerous skills to work with customers and solve technical problems. An employee self-evaluation is a method of helping your help desk staff members reflect on their ...