At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.

When the City of Des Moines, IA, decided to create a help desk from the foundation up, CIO Michael Armstrong learned quickly the importance of having an IT service management tool. "We were simply ...

Today, its Magic Total Service Desk 7.0, released in February, is not only 100 percent browser based, but uses wizards to enable creating and customizing business rules, allowing help-desk and ...

SunTrust Banks Inc. is launching an enterprisewide help desk application that it expects to allow its 27,500 employees to reset their own network passwords over the Internet. The effort should pay for ...

Salesforce spent approximately $50 million in cash, net of cash acquired, to buy Assistly, Salesforce said Wednesday. Assistly provides cloud-based "instant customer service help desk applications" ...

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 ...

IBM is bringing the cognitive capabilities of Watson to the service desk for a more intelligent workplace, which will work to anticipate, predict and act to meet current and future tech support ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. “Call daughter,” I say to my phone as I head out the door. Of course, I could tap her phone ...

SAIT Polytechnic in Alberta, Canada has switched to a unified help desk application for its academic and administrative departments to improve technical support across the campus. Previously, the ...