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Support and IT service management have changed significantly over the years, but the fundamentals remain surprisingly familiar. Technology has become more complex, customer expectations have evolved, and AI is changing how teams work. Yet, at its core, support is still
Ranjani Raghupathi
Support and IT service management have changed significantly over the years, but the fundamentals remain surprisingly familiar. Technology has become...
Dheesha Manigandan
9:02 AM. The new hire has arrived. The laptop is ready, but he can’t log in. IT is waiting for...
Suvedha Balasubramanian
Tikit has three flat plans on its pricing page, no bolt-on AI meter, and no second product to buy for...
Suvedha Balasubramanian
Most IT teams don’t decide to cross 500 tickets a month. It just happens. The queue that used to clear...
Suvedha Balasubramanian
You’re on a call with a ten-person accounting firm. Last year, they spent just a few hundred dollars on IT,...
Suvedha Balasubramanian
Humans of Support is our interview series featuring the people building and running customer support teams. We speak to people...
Dheesha Manigandan
AI Agents can answer a customer in seconds. But can they actually solve the problem? That is the question support...
Ramya Balakrishnan
I’ve spent quite a bit of time looking at Intercom and the growing list of platforms that position themselves as...
Dheesha Manigandan
If you’re migrating out of Freshdesk, we’ve launched just the thing for you. Introducing a new, simplified migration interface, which...
Suvedha Balasubramanian
Humans of Support is our interview series featuring the people building and running customer support teams. We speak to people...
Ranjani Raghupathi
If you work in IT or customer support and you’ve been tasked with finding and presenting a new help desk...
Dheesha Manigandan
Customers may forget what you said, but they remember how you made them feel when they needed help. Whether a...
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