Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

Like a modern-day cavalry, the IT help desk comes to the rescue of frustrated computer users when a cursor freezes or an error message appears. The service ...

Seeking to enhance your customer support experience? Mobile apps for help desks empower support teams with the capability to handle tickets and address problems on the go. Explore our top mobile ...

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 ...

The rise of social media should horrify any company with crappy customer service. Right now, with minimal effort, any disgruntled customer can use a service like Twitter to voice their complaints to ...

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Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

The help desk is often seen as IT’s purgatory — for the issues it addresses and the staff working there. But strategic intelligence and opportunity lurks in this IT ‘dungeon.’ The IT help desk is ...

For too long, the help desk has been a secondary priority in IT. Find out how the help desk has changed and how to optimize it. The MIT Sloan Management Review says that “the 21st-century CIO must ...

Service desk agents are here to help, and we all prefer to talk to an understanding person than a chatbot when wrestling with an IT problem. Unfortunately, it’s this human element that cybercriminals ...