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 ...

Salesforce.com on Tuesday unveiled a new SaaS (software as a service) help-desk application called Desk.com that can reach end users through social networks like Facebook and Twitter. Desk.com, which ...

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.

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 an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

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 ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

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. It’s still the information technology (IT) dark ages despite portal, help desk toll-free ...