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 ...

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 ...

Vendors, aware of this growing trend, have jumped into the market with both feet. Many recently have released scaled-down versions of their enterprise help-desk software or hosted offerings aimed at ...

Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

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 ...

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 ...