A ticket has its own lifecycle, and understanding each stage is crucial to providing top-notch customer support. One of the most critical help desk metrics is the Escalation Rate. This Key ...
The break/fix support system has been around since the beginning of IT...
Ready, set, go: when it comes to customer service, it's a race against the...
Suddenly you have a spike in Ticket Volume, but you didn’t see it coming?...
Ticket triage is a central process of all service desks: when something...
We hear a lot about gamification in IT, but it can sometimes be unclear...
The customer support landscape is ever-changing and expanding, increasing...
Self-service portals have become a staple in many businesses, as they...
Self-service is nothing new. We've all become accustomed to being able to...
In the last few years, multi-site support has become essential to any...
