Collaboration | Teamwork | Project Management



InvGate Service Desk Receives PinkVERIFY ITIL 4 Certification

Service Desk 7, the latest version of InvGate’s Service Desk ITSM solution, has been announced as one of only 10 applications to pass the PinkVERIFY™ ITIL 4® assessment. PinkVERIFY is the industry’s recognized IT Service Management tool certification, helping IT practitioners align with ITIL processes.


Public library uses OneDesk to unify their helpdesk and multiple internal operations

When bringing an entire organization onto a singular helpdesk software, it can be difficult meeting the needs of all the different departments while also creating a setup that works for everyone. Especially when departments operate mostly separately from each other, but do need to work together sometimes, it raises concerns about permissions and workflows.


8 ways to adopt and grow a customer service mindset

Customer service is a vital part of not only the customer experience but also the success of a business. It doesn’t matter through which channel customers ask for help, it needs to be executed well. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand will fall apart. Ninety-six percent of consumers around the globe believe customer service is an important factor when it comes to brand loyalty, according to a Microsoft study.


7 Best Practices To Reduce The Ticket Number And Waiting Time In Daily Help Desk Operations

A lot is on the linmer happiness is an effective company growth strategy that some of the biggest brands have deployed. Unfortunately, it’s also one of the biggest cruxes that have been many struggling organizations’ downfall. You think of a company like Apple, Starbucks, or Delta Airlines, and good customer service comes to mind. It’s not a coincidence that those companies are also some of the most prominent leaders in their respective industries.


Service Desk KPI: Defining IT Agent Performance

A key performance indicator, or KPI, is a metric (of your designation) that will help you determine whether your help desk is working correctly or if it could use a tune-up. KPIs are important because they allow you to establish and track metrics that make a real-world impact for both the customer and help desk agents.


Coppel Wins Best Service Desk Improvement Project at the 2021 IT Service & Support Awards

Coppel, one of the leading department stores in Mexico, has been awarded Best Service Desk Improvement Project at the 2021 IT Service & Support Awards LATAM. The Service Desk Institute's IT Service & Support Awards seek to highlight the achievements of IT organizations as well as leaders working in the Digital Service Management and Technical Support industry.


How to Identify and Overcome Customer Pain Points

Every product or service has been designed with the intention of fulfilling a particular need. Yet, why is it that only a few are an instant hit among the masses and the rest pass by unnoticed? Whether you are a small business or a large enterprise, you can excel only when you identify and address your customer’s pain points. But what does that mean? How do you find out about your customer pain points? Once you determine them, how do you improve your customer experience?

OneDesk - Project Discoverability Settings

Projects in OneDesk can be set to be private or to be discoverable by other users in your organization. Administrator accounts can see all projects regardless of their privacy settings. Learn how to change a project's discoverability in OneDesk in this video. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.