Zammad is a free open source, fully featured web based ticketing system for helpdesk or customer support. It ships in with a multitude of features for handling customer communication through various channels such as social networks (Facebook and Twitter), live chat, e-mails as well as telephone. It has an API for integrating your telephone system into in and outgoing calls. Zammad Help Desk & Ticket System Zammad Features: Supports full-text search. Has flexible text modules. Immediately reports changes to objects. Supports auto-save. Supports individual escalation or setting client solution time limit. It is auditable and often used in banks. Allows for creation of individual overviews. Supports various security mechanisms such as device-logging and two-factor-authentication. Provides a customer interface, where they can track the current editing at any time. Supports external authentication via Twitter, Facebook, LinkedIn or Google via OAuth. Supports nine languages and so much … [Read more...] about Zammad – An Open Source Help Desk and Support Ticket System
It help desk services
Last Updated May 23, 2018 2:12 PM EDT Morten Wendelbo is a lecturer at the Bush School of Government and Public Service and a research fellow at the Scowcroft Institute of International Affairs at Texas A&M University; Timothy Callaghan is an assistant professor at Texas A&M University Health Science Center.After a year in which President Donald Trump devoted much of his health policy attention to efforts to repeal and replace the Affordable Care Act, Mr. Trump used part of his State of the Union address in January to press Congress to focus attention in 2018 on a new health priority – the passage of "right to try" legislation. Now, four months later, legislation is on its way to the president's desk.Right to try legislation gives terminally ill patients the right to use experimental medications that have not yet been approved by the Food and Drug Administration. In 2017, the U.S. Senate unanimously passed HR 878, … [Read more...] about “Right to try” bill passes, but will it help terminally ill patients?
ATLANTA--(BUSINESS WIRE)--May 22, 2018--Intelliteach, the leading global provider of intelligent outsourcing solutions in the legal and accounting markets, announced today the addition of Managed IT Services and has expanded their global locations in the United States, Toronto, London, and Goa, India.Intelliteach CEO Seelin Naidoo says the global service offering is a natural extension of support to address the growing challenge of recruiting and retaining qualified technology talent in legal markets today.“The legal industry is experiencing a severe shortage of skilled, talented engineers to build, service, and develop firm technology. This is driving up operational costs and burdening firms with a backlog with more work than time,” says Naidoo, “Our Managed IT Services offering addresses these needs with more than 100 engineers dedicated to servicing law firms’ technology."Intelliteach serves more than 300 law firms globally as a trusted partner. The … [Read more...] about Intelliteach Launches Unique IT Service for Law Firms
IT support system functions as a multi-dimensional unit that not only manages the IT infrastructure within the organisation but also aims at providing first contact resolution to immediate needs and technical issues encountered by end-users. With the average global cost of enterprise server downtime reaching 400,000 dollars per hour, it comes as no surprise that global corporations spend almost 164.2 billion dollars on IT support services.In every business, small or big, the IT support team eventually reaches a point when the volume of service requests grows too large. Budget constraints and lack of resources, accompanied by ever-changing user demands results in the IT department constantly struggling to do more with less. As the ticketing queue increases, it directly impacts the IT team’s efficiency and productivity resulting in unexpectedly longer ticket resolution time and end-user dissatisfaction.Now, to be efficient is not an option but a necessity for a business to run as … [Read more...] about Five tips to manage and reduce your IT support tickets
It’s a well-known fact: IT staff shortages exist throughout the corporate world. And practitioners with expertise in security are especially sought after. Unfortunately, that means some of your key staff may eventually get lured away by a better offer. Filling the void of expertise when key individuals leave can be a challenge—regardless of the expertise at stake—but this type of loss takes on greater importance when it might expose your organization to additional threats or security breaches. But designing a strategy around the best security posture for the organization – and working to ensure redundancy in knowledge -- can help better protect against the loss of expertise that comes with attrition. A Lean Tool Set Strategy With security at the forefront of many professionals’ minds, from the Board to the help desk staff, there’s no doubt organizations will invest in new technology. Before you rush into any buying decision, however, it’s … [Read more...] about How to Avoid Gaps in Security Through IT Team Changes
Google and Coursera recently announced a new program to train IT support professionals. Digging into the details, it's clear that this may be one of the most interesting and socially valuable applications of MOOC technology yet. Read on to find out the who, where, what, when, why and how. What's up with the Google and Coursera announcement? The Google IT Support Professional Certificate program includes six courses designed to prepare newcomers or career-changers with little or no IT skills to occupy an entry-level tech support or help desk job. Conceived and initially designed by Google, then implemented and elaborated as a team effort involving both Google and Coursera, it will be available through Coursera's online training delivery platform. This infographic from Google and Coursera covers the basic elements, except it doesn't mention that the content is broken into six course modules, each scheduled to run six weeks, 8 to 10 hours per week (with a single exception, as noted … [Read more...] about Google and Coursera Introduce New IT Support Training and Certificate
Customer experiences are getting transformed. New technologies can enable novel experiences that transcend both work and life. Our expectations of the companies we buy from are greater than before, while the expectations placed on us within IT are growing too. So how do businesses ensure they keep up with the competition? Richard Branson of Virgin said: “If you look after your staff, they'll look after your customers. It's that simple.” At the core of great customer experience is great employee experience; to achieve this, you have to provide the right tools to do the job. More specifically, this involves working on how you provide proactive and innovative services that can aid employee productivity. To find out the current success of service desks within the enterprise, their best practices, the challenges they face, why some organisations are struggling and what would help, we carried out an independent study: The State of Service Desk Report. The study evaluates data, … [Read more...] about The state of the service desk in 2018: What do you need to know?
Artificial intelligence and machine learning are eating up workloads at IT help desks, in cybersecurity, and other IT tasks, stirring significant concern over the long-term impact AI will have on jobs — even in the IT industry. And the concern isn’t unfounded. According to a recent report from Tata Consulting Services, in 12 out of the 13 major industry verticals, IT is the most frequent user of AI, with more than 46 percent of IT organizations at large corporations incorporating AI into their work portfolios. But that doesn't mean IT jobs are about to go the way of telephone switchboard operators. Instead, the day-to-day activities of enterprise technology professionals will evolve alongside AI and new skills may be required. This is already happening at U.K.-based InterContinental Hotels Group, which includes Crowne Plaza, Holiday Inn, and several other hotel chains. Two years ago, when Scot Whigham, the company's director of global IT service support, came on board, IHG … [Read more...] about How AI will impact your IT career
As IT leaders from various industries increasingly pursue new strategies and technologies to digitally transform their organizations and optimize user experience, the role of service management has evolved in just a few years from an IT help desk to intelligent service management across multiple departments. Service management is now at the cusp of a new transformation; it once fit within the confines of IT but is now expanding to every department throughout the organization. This is the user expectation. This is the business requirement. Powering this evolution of service management is access to new technology innovations that businesses require to remain competitive. IT departments have a unique opportunity to deliver services that drive the entire enterprise internal operations. By first looking to our past and how it shaped the service desk of our times, we can begin to make predictions about the evolution of tomorrow. From IT service management to employee service management By … [Read more...] about The service desk of our times