With over seventy-two trillion messages sent in 2018 across messaging channels like WhatsApp and Facebook Messenger, it’s no surprise that 68% of consumers choose messaging as their preferred way to communicate with businesses. Customers are growing more comfortable with sending a message to a business just like they would to their friends and families—it brings an extra degree of convenience and familiarity to the customer experience.

Many companies focus on customer-facing features and tools when selecting a helpdesk platform for their customer support team. There are good reasons for this, particularly when you need to build extensive options for customizing a strong multi-channel or omnichannel program.

We’re thrilled to introduce you to the new Craft.io! In our quest to give product managers the comprehensive, frictionless, product-building solution they deserve, we’ve massively upgraded the Craft.io platform. We invite you to say hello to a host of new features, expanded functionality, and an improved user experience.

Whether it’s the ever-present threat of a cyber-attack, or the need to meet your data privacy obligations under GDPR, organizations are under growing pressure to protect their IT infrastructure and ensure that the tools they use are fit for purpose. One of the most robust ways of achieving this is to run regular audits.

Have you ever overheard people having heated discussions about the differences between help desks, service desks, and IT service management (ITSM)? Surprisingly, we have. Some argue that help desk is an outdated term referring to an IT-centric support capability born in the late 1980s (think mainframes), with little attention to the end user. They may say service desk was coined to describe a new focus on serving end-users in a timely manner.

We are happy to announce our participation in Season of Docs 2019! This is the inauguration year for the exciting new program. Season of Docs is Google’s annual program that fosters collaboration between open source projects and technical writers. Season of Docs is a unique program that pairs technical writers with open source mentors to introduce the technical writer to an open source community and provide guidance while the writer works on a real world open source project.

Customer support teams are built on the basis of collaboration — we are the connectors between our customers and our team members and yet oftentimes support can feel segregated from the rest of the company. This feeling can have many causes: the usual perception of the team as a “cost center”, lack of understanding of the nature of the work that support does and, worst of all, the lack of connection and collaboration within the support team itself.