From security risks to inefficiency, legacy IT systems are falling short, Aberdeen Research shows. Here's how cloud-based help desk and IT support systems can help.

Why Help Desk Systems Outperform Traditional Alternatives A well-chosen help desk system offers several advantages over traditional alternatives. • Access to historical data and context.

The final item in our series on open source help desk packages is Information Resource Manager, or IRM. Like most of the other systems we’ve looked at, IRM is a Web-based application that ...

The help desk system is accessed using a browser. This is in contrast to many other help desk systems, which require special client software to access a server-based system.

Not content to rest on its laurels after its Dreamforce conference earlier this month, Salesforce has announced it has acquired Assistly, a customer service help desk that engages with users in ...

A survey of 900 information technology professionals found almost half of enterprise help desks have gaps in security controls and training that could help ward off attacks like social-engineering ...

Whether it's a 'teaching moment' or a system that provides more efficient ticket tracking, the help desk is getting a much-needed assist in some shops.

The first hosted help desk system the company used didn’t provide the customization and self-service capabilities that it needed. “It was very difficult to route tickets based on priority,” says Bob ...

USASAC's finance division designed crafted and implemented a unique Foreign Military Sales specific web-based help desk for the General Funds Enterprise Business Systems, commonly known as GFEBS.

MacsDesign Studio has released version 6.3 of its Web Help Desk system. The new version adds new features including PDF invoicing. Developed on a Java foundation, Web Help Desk works on Mac OS X ...

Previously, the college used separate help desk applications to support its academic and administrative departments, making it difficult to track tickets or collaborate on common issues. The ...