Readers really enjoyed our last compilation of “Crazy questions that stump the help desk,” and many sent in stories of their own bizarre experiences with users for everyone to enjoy. One reader ...

Help desk and call center vendors are finally catching the Internet bug ? albeit quietly ? as a number of major and minor players over the last year have begun transitioning their solutions from a ...

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 ...