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Kengon humans of support

Kenneth Gonzalez on What the Magic Quadrant Gets Wrong About Buying ITSM

Suvedha Balasubramanian September 11, 2026

Humans of Support is our interview series featuring the people building and running customer support teams. We speak to people who’ve lived through endless escalations and multiple waves of technology change. In an AI-first era, human expertise and the perspective of veterans who

Previous Blogs

ITSM

Your IT Asset Tracking Spreadsheet is Lying to You

Suvedha Balasubramanian
March 16, 2026 March 16, 2026

Most teams do not start with asset management software. They start with a spreadsheet. It makes sense at first. It...

ITSM

I Researched 8 IT Asset Management Software: This one is the Best

Suvedha Balasubramanian
March 9, 2026 March 9, 2026

I recently came across a discussion thread on r/sysadmin where someone from a mid-sized company was asking a very relatable...

Microsoft Teams

A Beginner’s Guide to Microsoft Power Automate (2026)

Suvedha Balasubramanian
March 9, 2026 March 9, 2026

You know that set of tasks you do every single day without thinking? Saving email attachments to the right folder....

ITSM

What is IT Asset Management (ITAM)? A Complete ITAM Guide

Suvedha Balasubramanian
March 2, 2026 March 2, 2026

IT Assets are a part of every organization today. Laptops, software, cloud tools, servers, subscriptions. All of it keeps the...

Product Updates

Launching Desk365 Premium: Our Most Advanced Helpdesk Plan

Ramya Balakrishnan
February 14, 2026 February 14, 2026

Desk365 was founded in 2020 with a clear goal: to help support teams scale with confidence, without adding complexity. As...

Help Desk

How to Create a Ticketing System in ClickUp?

Suvedha Balasubramanian
February 3, 2026 February 3, 2026

Many teams struggle with handling requests that arrive from too many places. Emails, chats, spreadsheets, and verbal requests quickly become...

Help Desk

Helpdesk Trends 2026: 5 Shifts Redefining Support Teams

Ranjani Raghupathi
January 30, 2026 January 30, 2026

In this article, I explore helpdesk trends to anticipate in 2026. I first used a helpdesk in 2016. Over the...

Help Desk

9 Best Email Ticketing Systems for Shared Inboxes in 2026

Suvedha Balasubramanian
January 23, 2026 January 23, 2026

If you’ve landed on this article, you probably already know quite a bit about email ticketing. You’re not really looking...

Help Desk

Ticket Management System: A Comprehensive Guide

Suvedha Balasubramanian
January 21, 2026 January 21, 2026

If you work in IT support, you already know about this struggle. People report issues in five different ways: your...

Help Desk

11 Best Freshdesk Alternatives for Customer Support Teams

Suvedha Balasubramanian
January 19, 2026 January 19, 2026

If you are using Freshdesk today, it probably worked well when your support needs were simple. However, as teams grow,...

Customer Service

117 Customer Service Statistics You Need to Know in 2026

Suvedha Balasubramanian
January 6, 2026 January 6, 2026

In 2026, customer service is more important than ever. With many options available, people expect fast, personalized, and efficient help...

Microsoft Teams

How to Use Microsoft Teams as a Helpdesk?

Suvedha Balasubramanian
January 5, 2026 January 5, 2026

Most IT teams don’t set out to build their support process around a shared inbox. It just happens that way....