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Frameworks, processes, and technology can give a support team structure, but they do not always tell the full story. The real challenge lies in applying them in ways that make sense for the people, teams, and businesses they are meant
Dheesha Manigandan
Frameworks, processes, and technology can give a support team structure, but they do not always tell the full story. The...
Ramya Balakrishnan
Microsoft Teams is where employees chat, share files, attend meetings, and collaborate. It can also be a convenient place to...
Dheesha Manigandan
The ticket was closed. The customer was happy. So why did the MSP still lose money on it? A technician...
Dheesha Manigandan
IT service management has changed significantly over the years, with the focus shifting from managing technology to understanding the people...
Dheesha Manigandan
An employee reports a laptop issue. The ticket is straightforward. But before the helpdesk agent can troubleshoot it, there is...
Ramya Balakrishnan
Q3 2026 at Desk365 was all about introducing new ways for teams to manage their helpdesk and IT assets more...
Suvedha Balasubramanian
If you’re an IT manager at a small or midsize business, free customer service software gives you a practical way...
Suvedha Balasubramanian
When the ticket queue grows, the usual response is to hire: more agents, more shifts, more coverage. But a large...
Suvedha Balasubramanian
Great support has never been just about resolving tickets. It’s about understanding people, building trust, and creating services that help...
Ranjani Raghupathi
I analyzed 20 “Customer Service Manager” job descriptions across industries, and geographies. I simply ran a jobs search on LinkedIn...
Dheesha Manigandan
The SLA dashboard looks great until the month gets busy. A product launch, unexpected breakages, and seasonality can all push...
Ranjani Raghupathi
Small and mid-sized IT and support teams are living two truths. A. Support is stuck across many disconnected tools. B....
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