A support ticket means someone is stuck, under pressure, trying to move forward. That’s where IT support really begins, says Manqoba Masina, operations manager at Nkgwete IT Solutions.

Through the wave of enterprise electronic health record implementations over the past ten years, I’ve seen and heard many organizations come to the conclusion that their traditional help desk ...

SolarWinds AI will first be put to use in its service desk solution to improve service agent workflows and reduce the time it takes to resolve tickets. IT observability and management software maker ...

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 ...

Already in use by ConnectWise PSA™ partners today, zofiQ is driving a 20% increase in endpoints managed per technician and enabling organizations to increase service capacity while maintaining ...

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 technologies in our personal lives — navigating Amazon for the first time, for example, or hailing our first ride from Uber — taught us about self-service. Now, at work, we expect the same quality ...

One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...