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.

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 ...

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 ...

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 ...

Help desk and call center vendors are finally catching the Internet bug ? albeit quietly ? as a number of major and minor players over the last year have begun transitioning their solutions from a ...

Responsa is a tool for adding interactive FAQs (frequently asked questions) to your company website through an embedded widget. That sounded more like a feature than a business to me — after all, help ...

When it comes to the allocation of hardware resources, one thing that usually gets the short shrift is the help desk. After all, it’s not like the help desk is tied to an application that a business ...

eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More. Central Desktop, one of several Web collaboration software ...

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 ...

SAIT Polytechnic in Alberta, Canada has switched to a unified help desk application for its academic and administrative departments to improve technical support across the campus. Previously, the ...