These next-generation IT support offerings embed artificial intelligence, automation, and data-driven intelligence at the ...

Help desk software uses multiple channels such as chat, email, calls, and online forms to register and solve customer issues.

AI is transforming the help desk — but human expertise still plays a vital role in delivering responsive, reliable support.

Service desks are on the front lines of defense—and attackers know it. Attackers are using social engineering attacks to trick agents into changing passwords, disabling MFA, and granting access ...

By combining machine learning-based text classification and sentiment analysis, we can create a robust AI-powered email triage system. Here’s a step-by-step guide.

Seattle startup Ravenna has raised $15 million from top-tier venture capital firms and notable angel investors to streamline how companies handle internal help desk requests.

The unsigned agreement between the US DOGE Service and the Department of Labor provides significant insight into DOGE’s work with federal agencies.

Discover the best help desk software in 2025 and learn how to choose the right ticketing tools for your business.

An internal service level agreement for IT support describes the types of services, the service levels, and the responses to end-user requests that the IT help desk will provide. The purpose of ...

Short for Service Level Agreement, SLA is a type of contract that takes place between two parties and in most cases, these are a customer and a service provider.

VA’s Technology Acquisition Center in New Jersey launched a full and open competition and received three offers for the Enterprise Service Desk Tier One Support contract.

Generative AI adoption is bound to eliminate some tech-related jobs over the next few years. But in addition to creating new efficiencies, it will likely help other roles become more productive.