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.

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 ...

One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...

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Business process management vendor Metastorm on Wednesday announced the availability of e-Service Desk Process Pod, a packaged application that enables Metastorm BPM customers to easily deploy ...

Be that as it may, the on-line form is a good approach for one aspect of the issue. But we also need to assume trainability and intelligence, not robot-like reactions, on the part of help-desk ...

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 ...

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 ...