Recent Articles

Last modified: June 27, 2024

What is Help Desk Workflow? Examples, Templates & Steps to Improve

Your help desk software is the heart of your customer service operations.  It is the platform for engaging with end-users and is the face of your customer service team. But despite all this, why is it that you are not able to operate at peak efficiency?  A broken help desk workflow can be the reason.  ...
Read More
Last modified: December 17, 2024

How to Implement a Perfect IT Ticketing System

For smooth internal operations and a well-functioning business, managing IT incidents and requests is paramount.  An IT help desk ticketing system can help your business track IT-related support issues, prevent incidents from repeating, improve team collaboration, and deliver delightful support- all from a single tool.  But how do you implement an IT ticketing system for...
Read More
Last modified: July 30, 2024

10 Smart Strategies for Handling the Help Desk

In today’s competitive business landscape there is no place for mediocre customer service. To be the best business, you simply need to offer the best service.  54% of all consumers globally say they have higher customer service expectations than they did just one year ago. Therefore, to match this unprecedented surge in customer expectations, many...
Read More
Last modified: June 26, 2024

When to Switch from Email to a Help Desk Software

Our daily work routine revolves around emails, in fact, hundreds of them. But have you ever thought – why do some people call it ‘The Snail Email’?  Let’s be honest, email is slow, lacks advanced features, and was never designed for team collaboration. It’s not surprising that entrepreneurs across the globe are complaining about inbox...
Read More
Last modified: November 7, 2024

How to Set Up a Help Desk in 5 Steps With Checklist

Investing in help desk software is one of the best decisions you can make for your customer service team. The tool allows you to encourage team collaboration, automate repetitive tasks, resolve issues faster, and deliver memorable service experiences.  But what about the next step? How to set up a help desk system for optimum productivity? ...
Read More
Last modified: July 5, 2024

Your Guide to the IT Infrastructure Library (ITIL)

Are you struggling to improve your IT operations? Are customers unhappy with the quality of your IT services?  Well, in that case, ITIL can prove to be a business saver. Historically, IT has always been undervalued. The IT department is simply considered responsible for managing information technology systems without having any impact on a company’s...
Read More
Last modified: August 26, 2024

What Is an Enterprise Service Management System?

While looking for ways to improve your IT and non-IT business services, you must have stumbled upon short yet heavy terms such as ESM or ITSM.  You must have thought to yourself, “What exactly is Enterprise Service Management (ESM)? And, can it really help my business in the long run?” It’s alright if you still...
Read More
Last modified: November 26, 2024

What Is IT Service Desk? Types, Benefits & Best Practices

Technology is no more limited to Sci-Fi movies. Just look around yourself, and you will find you are surrounded more by technology- your computer, smartphone, internet, etc., than actual human beings.  One great gift of technology has been Information technology- or IT as we normally call it. The fabric of modern businesses is connected by...
Read More
Last modified: July 5, 2024

SaaS Churn Rate: How to Prevent Churn for Your SaaS Company

Do you know what corporate mega-giants like Microsoft, Adobe, and Google have in common?  Besides, being worth billions of dollars, they all operate on the same ‘software as a service’ (SaaS) model.  However, surprisingly enough, not every SaaS company has been able to hit the jackpot.  The reason? Customer churn beyond control.  SaaS businesses out...
Read More
Last modified: July 23, 2024

Types of Help Desk Software & Which One Should You Choose?

Do you know what is common between a primitive tribal man living in the jungles of Africa and a modern entrepreneur sitting in his New York office?  They both need the right tools to survive.  From wooden spears to sophisticated business software, tools have rapidly evolved to reduce human efforts and improve efficiency.  One such...
Read More