Masthead
Desks
Articles are attributed to the desk responsible for them rather than to an individual writer. Each desk below covers one part of Customer Support Tech.
Desk Service Operations
Queues and workflows
Covers ticket workflows, routing rules and service levels in Australian support teams.
Desk Platforms
Support software
Compares helpdesk and channel platforms on configuration effort, flexibility and running cost.
Desk Reporting
Support metrics
Looks at the reporting support managers use to build rosters and improve response times.