Despite a rapid rise in automated customer support options, service desk agents remain the heartbeat of a successful customer-centric operation.

A typical day in the life of a service desk agent used to be spent sifting through phone calls and emails, which inundate queues and slow down resolutions. This quickly depreciates the experience ...

Read on for details on how artificial intelligence is helping the help desk today — and how it will in the near future. Chatbots and virtual support agents ...

Because help desks are becoming a more strategic component of the business, Level 1 support agents are getting their hands on more tools. It’s one of the realities of his job, says David Harkett ...

Also, more than one supportive session can be run concurrently by a technical support/help-desk agent. An agent can therefore serve multiple users at once.

ATMS Help Desk agents are familiar with the regulatory guidance, training doctrine, and DTMS software functions.

Goldsmith says Atlassian intends to keep Halp as an independent product and doesn’t have immediate plans to change current prices, which start at $25 per help-desk agent per month.