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What is the difference between a Help Desk and Service Desk?

  Are you considering purchasing some new software for IT support, and would like to understand the key differences between a Help Desk and Service Desk? As with many things in the world of IT, there are no specific rules that vendors must follow ...

10 Ways to Overcome Aged Tickets (Part 1)

Let’s face it. We’ve all been there. Attending a service review with a customer only to be faced with an incident or request that should have been sorted out months (if not years) ago. Such “aged ...

InvGate Service Desk Tasks Module: Divide Efforts and Conquer

Everybody knows it: solving a request isn’t always a matter of executing a single action. Sometimes it takes the joint efforts of different people simultaneously, and it can be difficult to have ...

Panning for Golden Insights from the Historical Backlog

On the surface, determining the status of your service desk historical backlog seems easy. But the scenario becomes more complex when looking at historical data for the week, month, or year. InvGate ...
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