If you think ITSM (IT Service Management) is just about technology management, you may want to think again.  Modern ITSM is a strategic approach to designing, delivering, and improving the way IT is used by your internal employees and external customers.  Whether you’re new to this term and wondering “What is ITSM?” or looking to...

In today’s rapidly evolving customer service landscape, help desk migration can be both a daunting and rewarding endeavor. But what exactly does it mean?  Help desk migration involves the transfer of data and workflows from one help desk system to another. Imagine it as moving from one house to another, ensuring that every item, big...

Do you wish to take the “trouble” out of customer inquiries and complaints?  Trouble ticket software, also known as help desk software, can be the solution you need. From streamlining customer inquiries to swiftly resolving technical glitches, the tool has helped my team boost service excellence and customer satisfaction.  In this blog, I will share...

As a seasoned professional with years of experience in the field of customer service, I have thoroughly explored various issue-tracking software to streamline our workflows and optimize our team’s efficiency.  Through extensive research, personal experience, peer recommendations, and credible online review sources, I have curated a list of the top 7 issue-tracking software solutions that...

Choosing the right help desk system for your business can be a challenging decision. While some favor the customization of open source ticketing systems, others lean towards the security of on-premise systems, or the convenience of a SaaS help desk. Each approach has its merits depending on your business context. In this blog, we will...

Whenever I hear the term “cloud-based,” three things come to mind – 24/7 access, streamlined operations, and greater flexibility.  As more and more customer service teams embrace innovation, the demand for cloud-based ticketing systems is at an all-time high. If you, too, are looking to shift your help desk from the confines of office walls...

What Is Knowledge Base Software? Knowledge base software is a powerful tool that helps you build self-service platforms like an online knowledge base, documentation, help centers, and manuals. You can use it to store and manage a centralized information repository that helps people learn faster and solve problems on their own. The best part about this...

“What Is helpdesk? What are the must-have features? What are some advantages & disadvantages?” These are some of the top questions bubbling into the minds of customer service professionals and entrepreneurs who are new to this tool. If you, too, are on the journey of discovering help desk software and expanding your knowledge, we are...

Let me take you on a trip down memory lane — remember the time when customers had no other option but to run to your office or store to get their problems fixed?  Ah, those days!  But we have come a long way since.  Today, millions of support professionals have all the tools in their...

Whether we talk about the people who work in your company or those who buy from your brand – everyone needs timely support.  Yes, service desk software can help you offer delightful support to both internal employees and external customers. In fact, it creates a beautiful snowball effect.  When employees receive timely IT support, they...