We received quite a few funny responses to our article about strange questions we received through our Web site help desk feature (“Readers ask: Bizarre help desk questions we just can’t answer“).

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 ...

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 ...