Author: jsburra

Why Most Helpdesks Fail (And How to Fix Them) Many support teams struggle because

What Is a Knowledge-Based Help Desk Software Solution? Knowledge-based help desk software solutions combine

What Are IT Support Levels? L1, L2, L3 Explained IT support levels represent a

What Causes Ticket Backlogs? Key Reasons & Fixes Ticket backlogs occur when support teams

What Is Workflow Automation in IT? Workflow automation in IT refers to using rules,

What Is Multi-Channel Ticketing? Benefits & Examples Multi-channel ticketing allows support teams to capture

What Is Ticket Escalation? How It Works Ticket escalation is the process of transferring

What Is SLA Management? Meaning, Types & Examples SLA management is the process of

What Is Incident Management? A Full Introduction Incident management is the process IT teams