‘2024 was a breakout year,’ says Patrick Leonard, founder and CEO of Louisiana-based vendor MSP Process. ‘It was our first full year in the market and that backend investment has paid off, we can now ...

As an example, following your help-desk lead: a help-desk application accepts tickets for issues automatically in response to e-mail to a specified address. A new ticket is always created for each ...

The help desk process should always include a follow-up survey to the end user asking if the problem has been sufficiently addressed. A lack of follow-up with end users does not allow a holistic ...

(Another tip: Add an automated greeting to the Help Desk telephone number and intranet form that informs users about known outages before they initiate a ticket.) Now if we’re talking about one of ...

At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.

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 ...

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 ...