The new Easy Insight and Teamwork Desk integration lets you drill right down into your support data to give you detailed insights into both customer queries and team performance. The connection between the two apps pulls all of your Teamwork Desk data into Easy Insight so you can build your own custom reports and dashboards — or use some pre-built templates — to quickly pull the information that’s most important to your business.

Even with the world in a state of flux, businesses have to continue serving customers, and support teams have to adapt to their new environment. But making the transition from working together in the office to remote support can be a tricky affair. We understand completely because we at Freshworks are in the same boat.

Senior writer Matt Haughey explains what’s new and what’s moved in the latest Slack desktop experience

Senior writer Matt Haughey explains what’s new and what’s moved in the latest Slack desktop experience

Today we released Zulip Desktop 5.0.0, fixing multiple critical security issues as well as several other important issues. Huge thanks to Matt Austin for responsibly reporting CVE-2020-10856, CVE-2020-10857, and CVE-2020-10858, and helping validate the fixes.

For companies in competitive markets, customer support is a key differentiator. In fact, it can be one of the key reasons a customer decides to renew or churn. But with customer expectations higher than ever, and modern support no longer involving only simple, repeated questions, your front line is often dealing with a high volume of tickets across multiple channels that involve product and process complexity.

As organizations continue to settle into working remotely due to the ongoing crisis, customer service is under strain to deal with the rising volume of inquiries. Understandably, customers are looking for information on how the current situation affects the products and services they rely on. So how can self-service help companies reduce the burden on their agents and employees? To understand that, we had a conversation with Mr. Sagi Eliyahu, the CEO of KMS lighthouse.

Tons of companies have gone remote due to the COVID-19 outbreak. But if your team’s remote, how do you communicate with them? How do you get project updates? How do you conduct meetings? Seems impossible, right? It isn’t! The best remote teams use multiple communication tools to collaborate efficiently. To help you out, we’ll highlight some of the best remote team communication tools for your team.

Surveys after surveys regarding these days’ working environment all reveal one thing: working from home is great​. You get to set your own hours, avoid wasting precious time commuting, and you are able to tackle complex work in the comforts of your home. The benefits of working from home can convince even the most avid supporters of 9 to 5 jobs and office-based environments to take the plunge.

For those of us already using Microsoft Teams, the benefits couldn’t be clearer: Microsoft Teams provides everyone with one place to chat, meet, call, and collaborate, no matter where you are. IT professionals who support modern workplace tools like Office 365, and remote meeting platforms like Zoom and WebEx, can greatly benefit from connecting critical applications like Exoprise, directly into the Teams Channels they are already using.