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 ...

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 ...

So, when IT software provider Spiceworks, Inc. recently announced the release of its namesake cloud-based help desk software solution (which is available for free), Freshdesk seemed like the ideal ...

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 ...

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 ...

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 ...

IT management and help desk software can help maintain the technical side of your business, but costly packages designed for big companies don’t scale well to smaller businesses. I’ve already ...

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 ...

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 ...

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 ...

A critical vulnerability in SolarWinds' Web Help Desk solution for customer support could be exploited to achieve remote code execution, the American business software developer warns in a security ...