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 ...

The new Agentforce IT Service suite brings together an agentic IT service desk, AI agents, and an agentic CMDB and service ...

Handling support requests is about more than just answering the phone. It's also essential to track and manage support issues from the initial inquiry to the ultimate resolution. That's where help ...

We compare the ticket management, customizable user interfaces, and other features of Freshdesk and Spiceworks, two IT-focused help desk software offerings, to see which one better suits your business ...

Like a modern-day cavalry, the IT help desk comes to the rescue of frustrated computer users when a cursor freezes or an error message appears. The service ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. It’s still the information technology (IT) dark ages despite portal, help desk toll-free ...

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 ...

Stop paying lip service to service when it comes to the IT help desk. These frontline workers have insights into system performance and user experience that can make your business run better. The help ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

Service desk agents are here to help, and we all prefer to talk to an understanding person than a chatbot when wrestling with an IT problem. Unfortunately, it’s this human element that cybercriminals ...