Wai Wong is the Founder, President and Chief Executive Officer of Serviceaide, a global provider of enterprise service management solutions. Organizations worldwide are adopting digital technologies ...

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 ...

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 ...

Zendesk for Customer Service is a highly capable help desk solution for managing external user tickets, thanks to its helpful AI agents, extensive automations, and powerful reporting features.

Service desks are prime targets. A practical, NIST-aligned workflow for help desk user verification that stops social engineering without slowing support. Learn how role- & points-based verification ...

The help desk software market is growing rapidly as businesses of all sizes adopt new technologies to improve customer satisfaction and streamline operations. In this guide, we will help you choose ...

From customer support to internal IT management, help desk software keeps everything running smoothly. We've put the top solutions to the test to help you choose the right one for your small business.

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 ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

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