What Is Ticket Categorization? Ticket categorization is the process of tagging support requests with relevant categories—such as product area, issue...

Why Manual Ticketing Doesn’t Work Anymore Manual ticketing—using email, spreadsheets, or notes to track support requests—is no longer viable for...

How Helpdesk Automation Reduces Workload Helpdesk automation reduces workload by handling repetitive tasks—such as ticket routing, SLA alerts, and status...

Introduction to IT Service Management for SMBs IT Service Management (ITSM) for small and medium businesses (SMBs) adapts enterprise ITIL...

What Is Omnichannel Support? Omnichannel support provides a seamless customer experience across all communication channels—email, chat, phone, social media, and...

How Ticket Routing Works Ticket routing automatically assigns incoming support requests to the right agent or team based on rules,...

What Is Ticket Prioritization? Ticket prioritization is the process of ranking support tickets based on urgency, impact, and business context...

Common IT Helpdesk Challenges (And Solutions) IT helpdesk challenges include high ticket volumes, slow response times, inconsistent processes, and agent...

What Is MTTR? Mean Time to Resolution Explained Mean Time to Resolution (MTTR) measures the average time taken to fully...