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 ...

As lean support teams face rising customer expectations, SMBs are increasingly turning to help desk platforms that combine ...

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 management tools play a key role in IT support for the modern enterprise. Every time a worker or customer submits a help desk or incident ticket, IT help desk tools track, manage and ...

The help desk lies at the heart of any organization's IT support effort. One of the biggest challenges for any IT organization is managing -- and paying for -- both hardware and software IT support.

The growth of the interconnected world has given significant development in handling company communications and operations, including the so-called service desk. Companies are now offering service ...

Altiris last week introduced an upgraded version of its help desk software that’s designed to cut down on support calls by automating fixes and letting end users help themselves. Altiris last week ...

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 ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...