You’ve written before about Help Desks and how hard it is to establish useful metrics [for example “ Another helpless desk,” Keep the Joint Running 12/17/2007 — Bob]. My question: What would be so ...

Inflated incident count? A scramble for getting credit for closed tickets? A steady stream of distractions for the IT staff everywhere else? Metrics might be the culprit I’m a developer, and our help ...

Traditional metrics that once defined the effectiveness of help desk operations within law firms are undergoing a profound transformation. Over the next 12-18 months, the legal industry will see ...

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 ...

Your help desk is a treasure trove of customer insights that your marketing, sales, and customer service teams can all learn from. Depending on the size of your business and the sophistication of your ...

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 ...