Employees once accepted that workplace technology would be slow and disconnected. Submitting a request often meant sending an email into a black hole and waiting days...

Sean O'Connor | 20 min read

Knowledge bases are the first port of call for many customer or user queries, empowering them to solve their issues quickly, without logging a ticket. These traditional...

Rebecca Noori | 19 min read

Basic support models don’t work at scale. The neat loop between intake and resolution, handled by a single team, doesn’t hold up in enterprise organizations....

Rebecca Noori | 19 min read

Not long ago, a single support phone number was enough to meet customer expectations. Today, customer support has expanded across email, live chat, messaging apps, and...

Sean O'Connor | 15 min read

Service operations rarely collapse all at once, they slow down. An inbox gets crowded. A ticket waits too long for a response. A follow-up slips through the cracks. As...

Sean O'Connor | 19 min read

Internal support shouldn’t feel like navigating a maze. Yet in many organizations, employees still juggle separate portals for IT, HR, facilities, and finance....

Sean O'Connor | 26 min read

IT support teams are moving beyond their reputation as reactive fix-it crews. Today, they are becoming strategic partners that actively support business growth. This...

Sean O'Connor | 43 min read

Not so long ago, IT support relied on a single physical location. Today, with teams spread across cities and time zones, that central point of contact has fractured into...

Sean O'Connor | 44 min read

For many organizations, the service desk still operates in reactive mode. Tickets come in, teams respond, and the cycle repeats. But every interaction holds more value...

Sean O'Connor | 38 min read

The most powerful service platform is not the one with the most features, but the one teams actually adopt and enjoy using. Many organizations become weighed down by...

Sean O'Connor | 38 min read

Service teams are under more pressure than ever before. Tickets arrive through email, chat, phone, and internal portals. Expectations are higher. Patience is lower. And...

Sean O'Connor | 48 min read

Customer complaints are never just “tickets.” They are moments that test your service, your processes, and sometimes your reputation. Yet many organizations still...

Sean O'Connor | 35 min read

As small businesses grow, service work gets complicated fast. What once lived comfortably in shared inboxes and spreadsheets starts to sprawl — requests get missed,...

Sean O'Connor | 31 min read

It’s easy to acquire assets in business, but it’s much harder to manage them. Or at least, manage your assets well, so you know where they are and how they’re...

Rebecca Noori | 32 min read

Many organizations manage more hardware, software, and cloud resources than they can reliably track. Asset data often lives in disconnected spreadsheets or separate...

Stephanie Trovato | 14 min read

Your service team manages rising expectations and a steady stream of manual tasks. AI customer service software helps lighten the load by handling repetitive work so...

Stephanie Trovato | 16 min read

Service teams handle rising request volumes driven by hybrid work, distributed devices, expanding SaaS stacks, and growing expectations for fast support. These pressures...

Stephanie Trovato | 24 min read

Managing compliance often feels like a separate, defensive function handled through spreadsheets and endless email chains. This approach creates friction, slows...

Stephanie Trovato | 22 min read

It’s easy to get tripped up by Freshdesk vs. Freshservice, the similar-sounding flagship products from Freshworks that both cater to service management. So, if...

Rebecca Noori | 23 min read

Most IT teams spend their days buried in repetitive tickets. Password resets, software access, and basic troubleshooting create a constant backlog that slows everyone...

Sean O'Connor | 16 min read

Shipping new code should feel like a win, but for many teams, it feels like a gamble. Every deployment carries the risk of downtime, frustrated users, and late-night...

Sean O'Connor | 14 min read