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.

To establish clear agreements on expected IT services and standards, the IT help desk team and the end user must be on the same page. You can set up service-level agreements (SLAs) that are practical ...

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 offers cloud-based "instant customer service help desk applications" that ...

eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More. Central Desktop, one of several Web collaboration software ...

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 ...

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 ...