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Brenda Gratas

Brenda is the IT Content Writer at InvGate. She is a journalist and content creator with programming skills. She has worked as a columnist and news producer at radio stations, written about entertainment, and created audiovisual content for social media. When she’s not writing, she’s working out at the gym or running along the coast.
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IT Hardware Inventory Management Tutorial, Tips, And Best Practices

IT Hardware Inventory Management is not easy, even for relatively small organizations with 20 or 30 employees. And as the organization grows, keeping track of all the laptops, printers, and ...

IT Asset Inventory: Definition, Scope, Management, and Best Practices

An IT asset inventory is your best ally to keep all your IT hardware and...

Agent Utilization Definition, Formula, and Importance

Want to know how to make your help desk agents work harder, better, and...

First Contact Resolution (FCR): What is it and How to Improve it?

Name one person you know who has never contacted a company's support....

7 Ideas to Optimize First Response Time (FRT) And Keep Users Happy

You only get one chance at a first impression. And in customer service,...

What’s Your Service Desk’s Cost Per Ticket – And How to Reduce it?

The Cost per Ticket metric (CPT) is the key to unlocking service desk...

Understanding the Escalation Rate KPI to Improve Ticket Management

A ticket has its own lifecycle, and understanding each stage is crucial to...

Time to Resolution: What is it, Why You Need it, And How to Calculate it

Ready, set, go: when it comes to customer service, it's a race against the...

How to Calculate Ticket Volume?

Suddenly you have a spike in Ticket Volume, but you didn’t see it coming?...

InvGate at SupportWorld Live 2023: What to Expect From This Year's Conference

The global support community and IT Service Management industry is gearing...

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