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Stephen Mann on 17 Years of ITSM, AI’s Real Risk and More

Suvedha Balasubramanian August 7, 2026

Today we’re kicking off Humans of Support, a new interview series featuring the people building and running IT support. Each episode brings a different perspective from the support industry. Every conversation runs in two parts. First, questions built around that guest’s specific expertise and experience. Then, a

Previous Blogs

Customer Service

Multilingual Customer Support: Why it Matters More Than Ever

Suvedha Balasubramanian
May 12, 2026 May 12, 2026

Imagine this: A customer in Brazil places an order and reaches out with a question in Portuguese. They get a...

Product Updates

Desk365 Product Updates – May 2026

Ramya Balakrishnan
May 8, 2026 May 8, 2026

We just rolled out Multi-Factor Authentication, reorganized authentication settings for agents and contacts, and made asset updates faster with inline...

Customer Service

How to Get Started with Multi-Channel Customer Support

Ramya Balakrishnan
April 27, 2026 April 27, 2026

Customers these days don’t just “reach out”; they expect you to be everywhere. Whether it’s email, live chat, social media,...

Customer Service

Escalation Management: Expert Tips for Handling Issues

Suvedha Balasubramanian
April 16, 2026 April 16, 2026

As a customer support professional or IT manager, you’re likely all too familiar with the stress and pressure of handling...

Help Desk

How to Use Power Automate as a Ticketing System?

Suvedha Balasubramanian
April 16, 2026 April 16, 2026

Are you thinking about using Power Automate as your ticketing system? That’s a solid choice if you’re looking to save...

Microsoft Teams

9 Best Microsoft Teams Ticketing System in 2026

Suvedha Balasubramanian
April 15, 2026 April 15, 2026

Picking a ticketing tool for Microsoft Teams usually comes down to one thing: how much of the work happens inside...

Product Updates

Desk365 Product Updates – April 2026

Ramya Balakrishnan
April 3, 2026 April 3, 2026

Asset management April, that’s what we should call this month. At the heel of our Premium launch, we’re already rolling...

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...