If a customer has an issue with a service or product they bought online, their first move will probably be to try and submit a support request. Their message will come up as a ticket on the dashboard of a technician, who will then do their best to help solve the issue. In a nutshell,…
Read moreHelp desk software is a must for any sizable organization dealing with both employee and customer requests. Without this tool, it can be hard to centralize support requests, and some of them are likely to fall through the cracks. You may find yourself asking, “How does help desk software work?” Understanding the answer to this…
Read moreAs your business grows, so will the size of your team and the number of IT assets that they use. Today’s workplace requires a variety of devices such as computers, smartphones, and tablets. However, IT asset discovery can be a time-consuming endeavor. By “discovery”, we mean the process of cataloging all of the IT assets…
Read moreWhen you boil it down, an incident is essentially any issue users experience with the tools and technology they rely on daily to do their jobs. Incidents disrupt employee productivity and can impact IT service operations—especially if service desk technicians are managing incidents inefficiently. Examples of incidents can include asset malfunction, network failure, or ’software…
Read moreAs an employer, chances are you’ll have invested time, effort, and money into recruiting a talented Information Technology (IT) department. The last thing you probably want is to waste your world-class team on tedious busy work. Thankfully, IT Service Management (ITSM) automation promises to scrub those mundane tasks from your IT staff’s to-do list. With…
Read moreOne of the biggest challenges of running an IT service desk is ensuring it remains user-friendly. Dealing with user requests is one of the most important responsibilities of a service desk, and if your employees can’t keep customers happy, it can spell problems for the business. Reaching out with support requests often begins as a…
Read moreSoftware assets are a fundamental part of organizational IT, and effectively managing these assets is critical to achieving operational excellence. Accordingly, organizations employ software asset management practices as a part of their IT asset management strategy. One of the fundamental parts of software asset management is software license management (SLM). A key challenge in SLM…
Read moreTicketing software is a cornerstone of technology maintenance. Tracking and solving problems quickly keeps your day-to-day operations running smoothly. However, you have many options when it comes to choosing a program to support you. Knowing which to choose can be tough. Fortunately, there’s a way to narrow your options. There are a few major ticketing…
Read moreAs businesses grow and expand their technology usage, technical support requires the utmost attention. Handling an increasing number of IT service requests while improving customer satisfaction, minimizing resolution times, and optimizing operational costs can be overwhelming for organizations. Organizations need a mechanism to help manage service and IT support problems without letting anything fall through…
Read moreFast, smooth, and personalized customer service is a requirement for online businesses to grow and deliver a superior customer experience. Retailers must excel in all aspects of e-commerce support services to assist customers throughout the buying cycle while building great relationships with them. It’s imperative to transform the e-commerce help desk to improve customer support…
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