At my job, we recently tried to upgrade our help desk to HEAT based incident and change management system. We bought an out of box implementation from a third party and it proved to be a less than ...

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 ...

Ticketing software and help desk software are terms often used interchangeably. However, there are stark differences between the two. Ticketing software focuses on lodging, handling, and solving ...

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 ...

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 ...

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 ...

Salesforce.com on Tuesday unveiled a new SaaS (software as a service) help-desk application called Desk.com that can reach end users through social networks like Facebook and Twitter. Desk.com, which ...

Help desks are a growing feature that is commonly found on websites to help users get the most out of a tool, application or platform. However, a help desk can't just be viewed as a functional ...

The hybrid workplace is here to stay, so you need the right tools to help employees secure a workspace when they’re in the office — and to help you optimize your office space. Here’s what to look for ...