Victoria Louie

Public library uses OneDesk to unify their helpdesk and multiple internal operations When bringing an entire organization onto a singular helpdesk software, it can be difficult meeting the needs of all the different departments while also creating a setup that works for everyone. Especially when departments operate mostly separately from each other, but do need […]

On the surface it may seem like every organization’s support services are very similar and follow the same steps and processes. In reality, there are various different setups that companies employ according to their team’s capabilities, services offered, and pricing structure. Another factor that comes into play is the customer base – some external IT

For small teams, using managed software solutions is an easy way to provide functionality without investing in resources to build it. However, managed solutions can also be restrictive when customizations are needed. It then becomes a burden trying to find other tools that will seamlessly integrate. In particular, content management systems (CMS) are streamlined to

For an expanding enterprise resource planning (ERP) firm, providing quality service is of utmost importance. ERP covers a wide range of day-to-day business areas—from procurement to accounting and everything in between—so staying organized and on top of everything is the key to success. Bringing the management of these needs all into one tool makes it

For companies that have very established workflows for their ticket and project management, it can be difficult finding the right software to properly reflect them. In certain instances where the workflows are a little less traditional, it can be even more of a challenge to ensure the right customizations are possible. When a translation company

Services and requests are two concepts that go closely hand in hand. Even for internal requests, once a service is requested, there is a certain level of agreement that must happen between the two parties involved. This is often handled via terms and contracts, but these can be easy to mismanage or lose sight of.

Balancing all of a company’s various business needs can be difficult and often results in using a number of different solutions to get the job done. So often these days, a lot of software focuses on fulfilling one specific need, and doing it really well. While this is great in providing consumers with good quality

Although large companies generally gain stability in surviving growing pains, they face different challenges in managing their work across a large workforce. It is normal to see such companies divided into different departments, which then are made up of smaller teams. These smaller teams may each have their own lead or manager or, as is

In comparing different helpdesk tools and software, there are a number of similarities that start to surface. For one, the concept of a ticketing system overwhelmingly serves as the backbone for such tools. Oftentimes, companies that provide this service focus on building out their helpdesk tool to follow the standard flow of work: a request

For managed service providers (MSP), customer support is absolutely core to their business. Where the various services provided may be the main customer-facing offering, without a supporting team to attend to client needs and answer questions, an MSP is sure to face challenges retaining clients. Empowering your customer support team only further serves your business,