Helpdesk stories
It gives IT teams earlier warning of laptop faults by tying silicon-level telemetry to user experience data on hybrid work PCs.
Managed service providers risk missing client needs if they chase AI hype first, Ian Groves told an industry event in London.
DNSFilter unveils DNS PreCheck to keep DNS security intact for roaming staff, blocking malicious domains across shifting Wi-Fi networks.
Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.
When cyber attacks slip through defences, recovery readiness - not just prevention - decides whether your organisation bends or breaks.
Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.
Financial firms reap strong AIOps returns but poor data quality and fragmented tools are stalling the leap from pilots to scaled AI.
YubiKey rollout boosts ROI by 265% and slashes breach exposure 99.99%, Forrester study finds, delivering multi-million USD $ gains.
eDesk names Gareth Cummings as CEO, tasking the AI veteran with leading an 'AI-first' expansion drive across EMEA and North America.
Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.
CompTIA finds help desk responsibilities are broadening as AI, cybersecurity, remote working, and cloud computing becoming more prevalent.
Information technology service providers are losing thousands of hours every year due to needless cloud administration, according to SkyKick.
TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.
As Australian IT departments anchor their operations around service desks, it may be time to enhance service levels with unified endpoint management solutions.
More than 85% of IT service management users believe increased analytics use would enhance service delivery, according to a survey from ManageEngine.
Frustrated by a phone glitch, a journalist's call to tech support takes a bizarre turn as he's connected to a call centre in Transylvania.
Irish consumers are losing 284 million hours a year to poor service, as weak systems and low empathy leave firms at risk of defections.
Deskpro rolls out its help desk platform on AWS European Sovereign Cloud, targeting EU customers with strict data residency demands.
Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.
AI is set to manage 41% of Singapore's customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.
