Helpdesk Stories - Page 2

Asian Stories

Helpdesk stories

AI to manage 41% of Singapore customer service by 2027

AI is set to manage 41% of Singapore's customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

By Shannon Williams • 4 min read • Tue, 13th Jan 2026

Global Stories

Helpdesk stories

Firewalls

DNSFilter adds DNS PreCheck to protect roaming staff

DNSFilter unveils DNS PreCheck to keep DNS security intact for roaming staff, blocking malicious domains across shifting Wi-Fi networks.

By Mark Tarre • 4 min read • Sat, 14th Mar 2026

Digital Transformation

Zendesk to acquire Forethought in agentic AI expansion

Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.

By Mark Tarre • 4 min read • Thu, 12th Mar 2026

Firewalls

From breach to recovery - 5 ways to prepare your IT team for the unexpected

When cyber attacks slip through defences, recovery readiness - not just prevention - decides whether your organisation bends or breaks.

By Al Kingsley MBE • 4 min read • Sat, 21st Feb 2026

Unified Communications

NiCE report shows agentic AI transforming contact centres

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

By Sean Mitchell • 4 min read • Tue, 17th Feb 2026

Unified Communications

Data gaps stall AI scale-up despite strong AIOps gains

Financial firms reap strong AIOps returns but poor data quality and fragmented tools are stalling the leap from pilots to scaled AI.

By Joseph Gabriel Lagonsin • 5 min read • Thu, 12th Feb 2026

Multi-factor authentication

YubiKeys promise 265% ROI & 99.99% cut in breach risk

YubiKey rollout boosts ROI by 265% and slashes breach exposure 99.99%, Forrester study finds, delivering multi-million USD $ gains.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 5th Feb 2026

Software-as-a-Service

eDesk appoints Gareth Cummings as CEO to drive AI push

eDesk names Gareth Cummings as CEO, tasking the AI veteran with leading an 'AI-first' expansion drive across EMEA and North America.

By Sofiah Nichole Salivio • 4 min read • Tue, 20th Jan 2026

Unified Communications

Retailers hit by 'Christmas Returns Hangover' surge

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025

Unified Communications

Help desk responsibilities increase with advances in AI, cybersecurity, remote working, and cloud computing

CompTIA finds help desk responsibilities are broadening as AI, cybersecurity, remote working, and cloud computing becoming more prevalent.

By Ryan Morris-Reade • 3 min read • Fri, 18th Jun 2021

Unified Communications

Skykick announces upgrade to address over 2000 hours of lost time for ITSPs

Information technology service providers are losing thousands of hours every year due to needless cloud administration, according to SkyKick.

By Ryan Morris-Reade • 3 min read • Fri, 14th May 2021

Customer Relationship Management

How visual assistance impacts customer service KPIs - TechSee

TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.

By Staff Writer • 2 min read • Wed, 12th Jun 2019

Helpdesk

Hello helpdesk: Is it time to step up service levels where it matters most?

As Australian IT departments anchor their operations around service desks, it may be time to enhance service levels with unified endpoint management solutions.

By Angsuman Hazarika • 4 min read • Tue, 7th Aug 2018