‘2024 was a breakout year,’ says Patrick Leonard, founder and CEO of Louisiana-based vendor MSP Process. ‘It was our first full year in the market and that backend investment has paid off, we can now ...

At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.

As an example, following your help-desk lead: a help-desk application accepts tickets for issues automatically in response to e-mail to a specified address. A new ticket is always created for each ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...