Category Archives: Helpdesk

Smile Software: This is How You Helpdesk

Smile Software just released version 6 of the hugely popular PDFPen. (They also make the essential Mac/iOS app TextExpander.) Of course, I installed it the day it came out. One of the features I use most, the Library, wasn’t working … Continue reading

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Why do users avoid helpdesk ticket systems?

I often wonder why people avoid using ticket systems like they avoid anchovies. Despite IT policy, pleas and great ticket response times users will always prefer to call or send email directly to an IT staffer instead of submit a … Continue reading

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