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.

Zoho on Wednesday launched a help-desk application designed to round out its list of enterprise software and ride shotgun with its CRM offering. The move highlights how Zoho continue to builds its ...

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 ...

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 ...

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" ...

Salesforce.com on Tuesday unveiled a new SaaS (software as a service) help-desk application called Desk.com that can reach end users through social networks like Facebook and Twitter. Desk.com, which ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...