The help desk process should always include a follow-up survey to the end user asking if the problem has been sufficiently addressed. A lack of follow-up with end users does not allow a holistic ...

As an example, following your help-desk lead: a help-desk application accepts tickets for issues automatically in response to e-mail to a specified address. A new ticket is always created for each ...

(Another tip: Add an automated greeting to the Help Desk telephone number and intranet form that informs users about known outages before they initiate a ticket.) Now if we’re talking about one of ...

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.

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 ...

The technologies in our personal lives — navigating Amazon for the first time, for example, or hailing our first ride from Uber — taught us about self-service. Now, at work, we expect the same quality ...