Teams | Collaboration | Customer Service | Project Management

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Service Desk Standard Operating Procedure: Guide + Free Template

Service desk Standard Operating Procedures (SOPs) are a great way to systematize working practices and lead to a more consistent experience for agents and end-users. Done well, they can be used to build up a solid knowledge base for your technical teams, which will improve response times, fix rates, and customer satisfaction. When designing a SOP, the key lies in keeping it simple, clear, and making sure it incorporates everything the user needs to follow it accordingly.

What's New In Workstatus? A Comprehensive Product Update

In a world where change is the only constant, staying at the forefront of innovation is not just a choice; it’s a necessity. And at Workstatus, we’ve taken this principle to heart. As we roll out our latest product updates, we’re excited to introduce you to a new dimension of productivity, efficiency, and user satisfaction.

Take Project Management to the Next Level with Insightful-Height Integration

Discover the transformative impact of the Insightful and Height integration on project management. Learn how this synergy boosts efficiency, enhances time tracking, and refines task management in our detailed article.

Time audit - where is your time going?

Curious about the benefits of doing a time audit? Let’s dive right in and explore why a time audit is worth your while. Discover how a time audit can help you gain clarity, maximize productivity, and effectively prioritize your tasks. Say goodbye to wasted time and hello to a more efficient and fulfilling day. Get ready to take control of your time like never before and unlock the secrets to achieving your goals.

Optimize Operations and Drive Business Growth | Freshworks

Imagine unlocking actionable insights, enhancing operational efficiency, and boosting customer service performance - all without the need for cumbersome analytical reports. Generative AI tirelessly analyzes performance data, identifies critical insights, and proposes optimizations that go beyond expectations. Need proof? Freshworks' beta customers efficiently directed over 14,700 tickets, saving agents a staggering 83% of time on ticket triaging. Whether your aim is streamlined operations or catalyzing business growth, watch how generative AI empowers organizations to achieve more with less.

6 Service Desk Trends to Look Out For in 2024

2023 was a transformative and eye-opening year for the service desk, with various needs that had only been lurking in the background coming to the forefront. And as we embark on the journey into 2024, the dynamic landscape of IT Service Management (ITSM) continues to undergo an accelerated transformation, with emerging service desk trends setting the stage for a revolution in customer support and technical assistance.

Best Practices for SMS Tools and Text Message API Implementation

Once upon a time, SMS was the crowning achievement of communications technology. It combined email’s asynchronous archive of messages with a portable device, allowing anyone to send and receive information anywhere they were. Today, widespread mobile internet access has somewhat eclipsed the main functionality of SMS, but it remains a dominant form for communication in many markets and in particular business cases.

The HR manager's guide to easy file management

Do you find yourself searching through mounds of folders for the file you need? Can you not remember which platform it was on, what you named it, where you stored it, or all three? If so, you’re taking time away from the more pressing, higher-priority activities on your plate. This issue isn’t just a “you” problem — organizations everywhere are going through the same thing.