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 ...

To establish clear agreements on expected IT services and standards, the IT help desk team and the end user must be on the same page. You can set up service-level agreements (SLAs) that are practical ...

At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.

Responsa is a tool for adding interactive FAQs (frequently asked questions) to your company website through an embedded widget. That sounded more like a feature than a business to me — after all, help ...

Salesforce spent approximately $50 million in cash, net of cash acquired, to buy Assistly, Salesforce said Wednesday. Assistly offers cloud-based "instant customer service help desk applications" that ...

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 ...

When the City of Des Moines, IA, decided to create a help desk from the foundation up, CIO Michael Armstrong learned quickly the importance of having an IT service management tool. "We were simply ...

When it comes to the allocation of hardware resources, one thing that usually gets the short shrift is the help desk. After all, it’s not like the help desk is tied to an application that a business ...

Last September, Salesforce bought social customer service SaaS startup Assistly for $50 million-plus to help expand its service cloud offerings to small businesses. Today, Salesforce is debuting a ...

Who's running your help desk? Outsourcing can solve several IT problems -- reducing costs and providing a quick route to mobility management. But beware: Outside contractors don't always deliver the ...