Handling support requests is about more than just answering the phone. It's also essential to track and manage support issues from the initial inquiry to the ultimate resolution. That's where help ...

Alan Joch has been an independent business and technology writer for more than a decade. His expertise includes server and desktop virtualization, cloud computing, emerging mobile applications, and ...

We compare the ticket management, customizable user interfaces, and other features of Freshdesk and Spiceworks, two IT-focused help desk software offerings, to see which one better suits your business ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

The COVID-19 pandemic has provided a perfect opportunity for many types of social engineering attacks. It is not surprising that 2020 saw a spike in breaches. With users working remotely, attackers ...

Roula Khalaf, Editor of the FT, selects her favourite stories in this weekly newsletter. How many times do you call a customer service help desk before reaching breaking point? I came close when ...