Ticket triage is a central process of all service desks: when something goes wrong, it must be solved. It is at the heart of every support team's work and is related to what ITIL describes as Incident Management. Well implemented, triage can save time and help deliver consistent IT services, which is a main goal of all high-performing organizations. Complete service desk solutions include different features, such as automation, to triage support tickets simply and quickly.

Just as having help desk software is essential, so is measuring team performance. And the way to do that is through service desk KPIs. But which help desk metrics should you focus on for your team when there are so many to consider? The answer isn't always clear or straightforward.

A good ticketing system is one of the most essential tools an effective service desk can have. Properly implemented, ticketing software can help service desks log, update, manage, and resolve incidents and service requests effectively and efficiently. In this article, we'll look at everything you need to know about them, their must-have features, and some of the top ITSM vendors in the market to choose from in 2023. Let's begin!

We hear a lot about gamification in IT, but it can sometimes be unclear how to implement it, its benefits and challenges, and which tools are indispensable to succeed. Keeping agents motivated can be a struggle in itself, we know. Staff demotivation is not uncommon due to multiple factors – such as end-user complaints, burnout because of constant incoming incidents, and the monotony of some service desk tasks – and can lead to high agent turnover.

In the same way that a CRM and an ITSM tool are not equal, help desk and customer service fulfill different roles and therefore have different requirements. Customer service is about Customer Experience (CX), whereas help desks are more technology focused. Additionally, both functions have different toolset requirements.

Looking for help building your company's IT self-service portal? Then this article is for you! We're about to detail the ten self-service portal best practices you absolutely need to follow when creating it. From the design, delivery, and ongoing operation of a self-service portal to the critical mistakes to avoid when aiming for its success, here's a deep dive into practical advice derived from the real-world success of other organizations.

If you are looking for a ServiceNow alternative, chances are that you are looking for an ITSM solution that provides similar or better features, but with a more affordable price point. While ServiceNow is a widely recognized and popular ITSM platform, it may not be the right fit for every organization due to its cost, complexity, or customization limitations. Fortunately, there are several alternatives to ServiceNow available in the market, each with their own unique strengths and capabilities.

The customer support landscape is ever-changing and expanding, increasing both users’ expectations and challenges for IT teams. In this context, offering omnichannel customer support is not an option anymore. Users expect to be able to contact the help desk through the channel that’s most convenient to them, and support teams must try their best to provide a multiplicity of platforms to submit requests while attending to all of them in an efficient way.

Employee experience strategy is designing and implementing an integrated set of activities, initiatives, and programs that collectively create a positive and productive work environment. Gartner has identified that the employee experience (EX) is about more than just the technology used to enable work - it is about all the interactions employees have throughout their day-to-day work and how their contexts influence these interactions.

Dramatic shifts in how we approach and conceptualize work are always met with an initial tidal wave of skepticism and detractors. This is a good thing, even if those initial detractors may turn out to be wrong. Thinking critically about the tools we deploy and how we manage our workforce is paramount.