‘2024 was a breakout year,’ says Patrick Leonard, founder and CEO of Louisiana-based vendor MSP Process. ‘It was our first full year in the market and that backend investment has paid off, we can now ...

Serval Inc., a startup using artificial intelligence to process help desk requests, has raised $75 million in funding at a $1 billion valuation.

As an example, following your help-desk lead: a help-desk application accepts tickets for issues automatically in response to e-mail to a specified address. A new ticket is always created for each ...

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.

Be that as it may, the on-line form is a good approach for one aspect of the issue. But we also need to assume trainability and intelligence, not robot-like reactions, on the part of help-desk ...

The help desk process should always include a follow-up survey to the end user asking if the problem has been sufficiently addressed. A lack of follow-up with end users does not allow a holistic ...