Most help desk ticketing systems specialize in helping one business support all of its customers or internal users. These solutions include searchable databases that allow customers to locate ...

Spiceworks offers great functionality for a free help desk tool. It's perfect for small to medium-sized IT teams. That said, the in-app ads and performance hiccups can be a bit of a hassle. However, ...

One of the features introduced in VMware Horizon 7 version 7.2 was the Horizon Help Desk Tool, which was further refined and enhanced in version 7.3. The Help Desk Tool provides basic help desk ...

Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

Heather B. Hayes has been covering technology, business and education topics for more than 20 years and has written more than 2,000 published articles. She lives in Virginia. Outsourcing allows ...

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Suppose you’re hired as a software development company’s manager for a support technician team. On your first day at work, you’re hastily introduced to the help desk application that’s been internally ...