With the rise of learning machines and artificial intelligence, the need for improved workflow within both small and large organizations is evident. Many industries turn to workflow automation software to help them, but what is workflow automation, and how does it benefit organizations? Workflow automation software takes advantage of technology to transform manual tasks, such as data entry into automated processes.

In this episode of Ticket Volume, we dive into the world of Service Management Maturity and Service Desk Certifications and levels with three experienced guests: Joshua Nelson, Head of IT Services at Runshaw College; Alex Harding, Director of Technology Experience at Power Design Inc.; and Sarah Jayne Bulley, a dedicated Service Delivery Manager at Euromonitor International.

If you’re planning to do a help desk migration – or you’re starting to explore the possibility, and don’t want to get into something you can’t handle – you’ve come to the right place. It’s fair to say we have some experience in the matter, and we know that a successful migration requires careful planning and execution. Many ITSM alternatives ask for specific help desk data migration solutions or tools to support the migration process.

Feedback forms help you collect opinions from customers, stakeholders, and employees. Download our free templates and collect feedback today.

Discover tried-and-tested customer retention strategies to keep customers coming back.

As 2024 comes to a close, it’s the perfect time to reflect on the major milestones achieved this year and highlight the innovations we’re looking forward to in 2025. Advancements in Artificial Intelligence (AI) particularly have impacted customer support industry-wide this year, sparking creativity and enhancing efficiency. Our product is growing alongside these advancements. With the leadership of our new CEO, Grant Stanis, we continued to innovate and develop new products this year.

Our generative AI glossary covers the common AI words you need to know to understand artificial intelligence, including AI agents, automation, bias, and more.

Shadow AI is the unapproved use of generative AI tools and features by employees. Learn more about the risks and what IT teams can do to mitigate shadow AI.

Service desks are at the heart of IT support, acting as a bridge between users and IT services. However, the growing demand for instant resolutions and 24/7 availability has stretched traditional service desks to their limits. Enter service desk chatbots — AI-driven support tools that enhance support processes by automating responses and freeing agents to focus on complex issues.