Will self-service call logging for staff and customers solve help desk staff issues? Is it really a Magic Bullet? It can do both, but a number of “people tendencies” need to be balanced out. The subject is discussed here: http://ft2.co/Self-Service-Call-Logging.html

Sometimes it can seem like a good idea to use generic names to set up contractors, so as not to have to perform large scale SLA data configurations when contractors change. Names like CARPENTERS, PEST-CONTROL, PAINTERS, etc., are self-explanatory, and actual contractor business data can be recorded in the details. The problem is that analysis […]