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Expert guides, best practices, and industry insights to help you deliver exceptional IT service management and customer support.

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AI & Automation

10 Ways AI is Transforming IT Service Management in 2026

From auto-categorization to predictive analytics, discover how AI is reshaping how teams deliver support and reduce resolution times by up to 60%.

Feb 15, 20266 min read
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Best Practices8 min read

The Complete Guide to SLA Management for Support Teams

Learn how to set up, track, and optimize Service Level Agreements to meet customer expectations and drive team accountability.

Feb 10, 2026
Self-Service5 min read

Building a Knowledge Base That Actually Reduces Ticket Volume

Practical tips for creating self-service content that helps customers solve problems before contacting support — proven to cut tickets by 40%.

Feb 5, 2026
ITIL10 min read

ITIL 4 for Modern Teams: A Practical Implementation Guide

How to adopt ITIL practices without the bureaucracy. A pragmatic approach to incident, problem, change, and service request management.

Jan 28, 2026
Industry6 min read

Why Multi-Tenant Architecture Matters for Service Desk Software

Understanding the security, isolation, and scalability benefits of multi-tenant design for organizations and managed service providers.

Jan 20, 2026
Guides7 min read

Automating Your Service Desk: A Complete Workflow Guide

From auto-assignment to approval chains — learn how to build workflows that save your team hours every week.

Jan 15, 2026
Best Practices5 min read

7 Proven Strategies to Improve Your CSAT Score

Customer satisfaction is the ultimate measure of support quality. Here are evidence-based strategies to boost your CSAT scores.

Jan 8, 2026
Best Practices8 min read

Service Desk Security Best Practices for 2026

From MFA to audit logs — a comprehensive guide to securing your help desk platform and protecting sensitive data.

Jan 2, 2026
AI & Automation6 min read

AI Chatbots vs Knowledge Base: Which Deflects More Tickets?

We analyzed ticket deflection rates across both approaches. The results may surprise you — and the best strategy uses both.

Dec 20, 2025
Guides7 min read

How to Deliver World-Class Multilingual Support

Supporting users in 30+ languages isn't just about translation — it's about cultural sensitivity, localization, and smart automation.

Dec 12, 2025

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