Extinction of the conventional email client

Before talking about help desk systems it is important to take a look at one of the main reasons why help desks have gone from something only big enterprises had use for, to something even small businesses and start-up companies are starting to invest in...

Failures of help desk systems past and present

Post a request for advice regarding which help desk system to use and you will most likely find a lot of nagging complaints, and outright abhorrence accompanying recommendations. This is down to a simple reality: many companies have tried help desk systems...

SaaS | don't let the Cloud rain on your parade

The industry seems almost equally divided over which side of the SaaS (Software as a Service) fence to take a stance. Many are touting ‘cloud computing’ to be the next ‘giant leap’ in the computer technology industry, while others purely focus on the negative aspects...

The 8 roles of the help desk in customer support

It seems a mystery to all in the consumer world: how companies can spend a fortune developing a product or providing a service, build a team of people to manage and run the company, market their products/services extensively to reach customers...