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 ...

Spiceworks Cloud Help Desk provides simple and affordable tools for managing internal IT in small businesses, but its feature ...

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 ...

I'm a technologist, business writer, and book author. I first started writing in 2001, after I was downsized from a corporate job. In the early days of my writing career, I wrote features about ...

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 ...

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.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 ...

BIC Group deployed new help desk management software globally a year ago, and the stationery products company this week revealed that it has seen a return on investment of twice the roughly $180,000 ...

A critical vulnerability in SolarWinds' Web Help Desk solution for customer support could be exploited to achieve remote code execution, the American business software developer warns in a security ...