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 ...
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...
As organizations become aware of the importance of proactive IT support,...
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...
In the same way that a CRM and an ITSM tool are not equal, help desk and...
Looking for help building your company's IT self-service portal? Then this...
The customer support landscape is ever-changing and expanding, increasing...
