The Cost per Ticket metric (CPT) is the key to unlocking service desk efficiency. Reducing costs and increasing productivity are critical for any help desk that wants to provide excellent ...
We are continually working on our products to improve our customer’s...
A ticket has its own lifecycle, and understanding each stage is crucial to...
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?...
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...
