Ranjani Raghupathi is a SaaS marketing leader with over a decade of experience across go-to-market strategy, product-led growth (PLG), positioning, and messaging. She has worked closely with SaaS teams to scale acquisition, improve product adoption, and drive customer retention through clear, differentiated narratives and data-informed execution.
Her writing focuses on practical frameworks, real-world learnings, and actionable insights particularly in customer support and service management domains. Ranjani brings a hands-on perspective shaped by working directly with products, customers, and support teams. Outside of work, she enjoys exploring artisanal food, backpacking, and engaging in conversations around equity and culture.
We asked our authors a few things about themselves. Read on to hear about their experiences and interests. Â
1.What makes you write about customer support and ITSM?
I’ve worked in product companies my whole careers, all 14 something years of it. I worked for a service desk platform a few years ago and launched many features during my time there. One thing I know makes or breaks a product is simplicity. Not just in my industry, in any business really. Every business has its ins and outs, but how the team handles them impacts the bottom-line. I’ve seen the incremental effect a rightly implemented helpdesk can have on a company, and I can’t seem to stop writing about it.Â
2. What’s one customer support strategy you wish all businesses would follow?
Set SLAs. Tell your customers when they can expect to hear from you and stay transparent with that timeline. It’s magical how loyalty builds when customers trust your brand and see that you stick to your word.
3. Outside of work, what are topics you’re passionate about? Â
I’m a marketing fiend. I love reading about new tech, new strategy, and how an industry can evolve endlessly. However, when I’m not engrossed on a screen, I’m probably at some newly opened cafe, trying the whackiest thing on the menu.Â
New releases and improvements are usually shipped on a bi-monthly basis here at Desk365. And we’re back now with a new set of releases for
In this article, I explore helpdesk trends to anticipate in 2026. I first used a helpdesk in 2016. Over the last decade, I’ve seen: The market explode to 400+ helpdesk
For a long time, the word helpdesk was synonymous with IT. Password resets, system outages, software troubleshooting – if you had a tech issue, you
Experts love to talk about agent efficiency in customer support: more automations, AI to assist agents, macros, SLAs, we’ve heard them all. However, there’s an
If you go to G2 and choose ‘helpdesk’ as your software category, the page throws up 457 listings (as on 23/7/2025). If you’re a small
At Desk365, we love launching new features. What we love more is upleveling existing features so they’re constantly evolving to meet our customers’ needs. This week,
New releases and improvements are usually shipped on a bi-monthly basis here at Desk365. And we’re back now with a new set of releases for
In this article, I explore helpdesk trends to anticipate in 2026. I first used a helpdesk in 2016. Over the last decade, I’ve seen: The market explode to 400+ helpdesk
For a long time, the word helpdesk was synonymous with IT. Password resets, system outages, software troubleshooting – if you had a tech issue, you
Experts love to talk about agent efficiency in customer support: more automations, AI to assist agents, macros, SLAs, we’ve heard them all. However, there’s an
If you go to G2 and choose ‘helpdesk’ as your software category, the page throws up 457 listings (as on 23/7/2025). If you’re a small
At Desk365, we love launching new features. What we love more is upleveling existing features so they’re constantly evolving to meet our customers’ needs. This week,
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