Author: jsburra

What Is User Complaint Management? User complaint management is the process of capturing, tracking,

IT Ticketing Glossary: Essential Terms This IT ticketing glossary explains the most important terms

What Is Ticket Lifecycle Management? Ticket lifecycle management is the comprehensive approach to managing

Benefits of Using a Help Desk Software Solution Help desk software solutions provide measurable

What Is a Support Ticket? A support ticket is a record created when a

What Is a Service Desk? Compared with Helpdesk A service desk is a broader

Top ITSM Trends for 2026 ITSM trends in 2026 emphasize AI-driven automation, hybrid cloud

What Is Ticket Triage? Ticket triage is the process of quickly assessing incoming support

What Is Ticket Categorization? Ticket categorization is the process of tagging support requests with

Why Manual Ticketing Doesn’t Work Anymore Manual ticketing—using email, spreadsheets, or notes to track