At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.

To establish clear agreements on expected IT services and standards, the IT help desk team and the end user must be on the same page. You can set up service-level agreements (SLAs) that are practical ...

Seeking to enhance your customer support experience? Mobile apps for help desks empower support teams with the capability to handle tickets and address problems on the go. Explore our top mobile ...

SunTrust Banks Inc. is launching an enterprisewide help desk application that it expects to allow its 27,500 employees to reset their own network passwords over the Internet. The effort should pay for ...

When the City of Des Moines, IA, decided to create a help desk from the foundation up, CIO Michael Armstrong learned quickly the importance of having an IT service management tool. "We were simply ...

Through the wave of enterprise electronic health record implementations over the past ten years, I’ve seen and heard many organizations come to the conclusion that their traditional help desk ...

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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 ...

Salesforce spent approximately $50 million in cash, net of cash acquired, to buy Assistly, Salesforce said Wednesday. Assistly provides cloud-based "instant customer service help desk applications" ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. “Call daughter,” I say to my phone as I head out the door. Of course, I could tap her phone ...