Is Your Support Team Ready for the Next Generation Customer?

Posted in Blog – December 6th, 2011

Customer Service for aNew Generation of Customers

Surviving IT During the Holidays

Posted in Blog – December 5th, 2011

The Front Line
Working in customer service is stressful….and the holiday season only makes it worse. It is especially stressful for the front line help desk technicians and customer service reps that deal directly with increased call volume, longer hours, and short tempered customers. Hey, everyone is stressed during the holidays – not just IT. Lauren […]

Zypr – A Siri Competitor For Other Platforms

Posted in Blog – November 7th, 2011

Zypr is a new voice-powered, cloud-based API for software developers to easily integrate the Web’s best services and data across multiple platforms. Voice controlled applications can be built for a growing number of supported services and platforms including:  Google, Twitter, Facebook, Yelp, and Amazon.

The Zypr API
Siri may be an amazing product, however, it is closed […]

SSH in Web Browser – Gate One

Posted in Blog, IT – October 13th, 2011

Gate One is a web-based SSH client/terminal emulator written using HTML5 technologies and does not require any browser plugins. Instead, it uses HTML5 web sockets, CSS, and Javascript. It looks like a pretty cool tool for IT users, hackers, system administrators and anyone looking for an SSH solution. Gate One is an open source project […]

DreamForce 2011 – Day 2: A Social Platform

Posted in Blog – September 1st, 2011

Keynote, Day 2 – Today’s keynote focused on the platforms and technologies that can be used to build a social enterprise. Read more about the social enterprise here. Salesforce is offering a number of new solutions for creating next generation enterprise apps. A common trait among the solutions is openness – allowing developers to utilize […]

DreamForce 2011 – Day 1: The Social Enterprise

Posted in Blog – August 31st, 2011

Keynote, Day 1 – An interesting introduction by CEO Marc Benioff sets the stage for the DreamForce 2011 conference. It is no surprise this years conference will focus on the social enterprise and how to utilize the information of social networks. More importantly, how to “bride the gap” and integrate existing solutions with emerging […]

The Cloud: When Marketing Teams Attack

Posted in Blog – August 18th, 2011

Here are a few examples of how marketing teams can take a buzzword and run away with it. Each commercial shows a product unrelated to the cloud and existed long before the buzzword arrived. In the pre-cloud era these solutions were called flickr, or ftp,  or file-sharing or remote desktop….

Industry buzzwords lead to confusion. This […]

Crowdsource the Helpdesk

Posted in Blog – March 28th, 2011

View Your Customers as a Support Resource
Some of the best troubleshooting advice and product support I’ve received has come from other customers. Not to say helpdesk agents aren’t helpful – they are great resources when one can be found.  But, if a problem can be solved before ever going to the helpdesk it undoubtedly benefits […]

Learn a few lessons from a high profile hack

Posted in Blog – February 18th, 2011

If you haven’t already, you should take a moment to read the story of how the group named Anonymous was able to hack, compromise, and deface computer security firm HBGary.  A must read for…well, just about anyone.
The techniques used by Anonymous were not new. In fact, it is alarming that the simple approach used to gain access […]

Business Applications for IBM Watson

Posted in Blog – February 14th, 2011

Tonight, IBM Watson, a powerful AI computer, will compete on the television quiz show Jeopardy! against two of the shows all-time champions. Watson is part of IBM’s DeepQA research project which aims to tackle the difficulties involved in natural language processing and knowledge retrieval.

More precisely, IBM states:

“Watson is an application of advanced natural language processing, information retrieval, knowledge representation and reasoning, and machine […]

Advantages of the cloud

Posted in Blog – February 10th, 2011

Even though the term may be overused to the point of annoyance, there is one very real advantage to using the cloud: elasticity. Elasticity is a key advantage of the cloud and using it has a number of benefits.

Part 4: iPhone Apps for Pro Services or Field Techs

Posted in Blog – February 4th, 2011

iPhone apps useful for Professional Services and Field Technicians. Some of these may also benefit a salesperson. These apps help road warriors or mobile technicians keep travel organized, manage time, and stay in contact with other team members throughout the business trip or onsite service.

Business Services in the Cloud or the Closet

Posted in Blog – February 1st, 2011

Bryan Johns from Digium shares a few factors to consider when choosing between the cloud and on-premise solutions for your PBX services in:

PBX in the Cloud or in the Closet?

Many of the factors  Johns mentions can also be considered when choosing between an on-premise or Hosted/ SaaS helpdesk solution (or other vital business service).  A […]

Part 3: Helpdesk Solutions with Native iPhone Apps

Posted in Blog – January 24th, 2011

We have compiled a list of helpdesk software applications with native iPhone apps. We also searched Android, Windows Mobile, and BlackBerry app marketplaces and listed other native apps where applicable.

Part 2: 10 Useful IT and Helpdesk Apps for iPhone

Posted in Blog – January 20th, 2011

10 useful iPhone apps for IT, helpdesk, and other technical staff. This collection of iPhone apps will focus on utilities for file management, network monitoring, and server management. We have also tried to choose free apps or apps with a free/lite version.

Part 1: Useful IT and Helpdesk Apps

Posted in Blog – January 17th, 2011

With all the apps and app markets, we are dedicating a whole series of articles to IT and helpdesk apps. We will cover iPhone, Droid, Windows Mobile, and the enterprise app marketplaces.


Posted in Blog – January 12th, 2011

Welcome to the HelpDeskReport blog. We will be discussing everything from tiny apps to full blown federated solutions for managing all of IT. So, if you are in IT or service management you may want to bookmark this page and stay tuned.

Suggest a Software Listing

Posted in Blog – December 5th, 2010

Use this form to suggest a listing in our software directory. This form allows you to enter software,vendor, and an initial review of the solution.