‘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 ...

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.

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 ...

Be that as it may, the on-line form is a good approach for one aspect of the issue. But we also need to assume trainability and intelligence, not robot-like reactions, on the part of help-desk ...

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 ...

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 ...

Every professional knows that technology can malfunction at any time and in unexpected ways. When things go wrong, end users — whether employees or customers — need a way to report the issue to a ...

The impact of the pandemic on educational programming has created what will more than likely be fundamental and foundational changes to the traditional classroom environment. In general, the ...