The rise of social media should horrify any company with crappy customer service. Right now, with minimal effort, any disgruntled customer can use a service like Twitter to voice their complaints to ...

Opinions expressed by Entrepreneur contributors are their own. Online help-desk programs log, manage and track customer issues or tickets, as they’re known, in a single window, streamlining your ...

Online help-desk programs log, manage and track customer issues or tickets, as they’re known, in a single window, streamlining your service process. For a rundown on what else these systems can do and ...

Modern help desk software has to fulfill many requirements nowadays. It must simultaneously satisfy the needs of the customers, the support agents and the company. Customers should feel comfortable ...

So, when IT software provider Spiceworks, Inc. recently announced the release of its namesake cloud-based help desk software solution (which is available for free), Freshdesk seemed like the ideal ...

Help desk vendors Remedy and Peregrine this week will separately introduce products designed to better align business processes with IT assets and service management, which users say helps to resolve ...

Most help desk software will offer some kind of knowledge base. Depending upon the software, your customers or employees can access the knowledge base 24/7 from your website, pull it up on their ...

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 ...

IT management and help desk software can help maintain the technical side of your business, but costly packages designed for big companies don’t scale well to smaller businesses. I’ve already ...

Altiris last week introduced an upgraded version of its help desk software that’s designed to cut down on support calls by automating fixes and letting end users help themselves. Altiris last week ...

I don't know if this is the correct forum to post this. Currently we have a split IT Team with Infrastructure and Programmers. The Infrastructure team uses Help Desk Authority to handle issue ticket ...