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Health First and ManageEngine: A decade of features, savings, and trusted partnership

Oct 13, 2026 By ManageEngine In ManageEngine
Douglas Morris, senior cybersecurity engineer at Health First, the largest healthcare provider in Brevard County, Florida, shares why ManageEngine is essential to Health First's security and compliance operations. With over 12,000 employees across hospitals, clinics, pharmacies, and insurance services, Health First relies on strong cybersecurity and detailed audit capabilities. Early gaps in logging led Morris to adopt ManageEngine ADAudit Plus, which proved invaluable, and over nearly a decade the healthcare provider added ADManager Plus, M365 Manager Plus, and RecoveryManager Plus.
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9 Best Help Desk Software for Small Business in 2026

Oct 7, 2026 By Ramya Shah In Motadata
Why is your network slow or failing even when your devices seem to be working? Finding the cause of a network problem can take time. You may need to check packet loss, trace the network path, find a busy link, or see why an application is not connecting. A simple ping test can tell you whether a device responds, but it cannot always show what is causing the problem. Network diagnostic tools help you narrow down the cause by checking devices, ports, routes, packets, traffic, and link performance.
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10 Best AI Help Desk Software for 2026

Oct 5, 2026 By Ramya Shah In Motadata
Are your support teams spending too much time handling tickets and answering repetitive questions? As support requests increase, teams spend more time reading conversations, assigning tickets, finding relevant information, and preparing replies. These tasks can take attention away from complex issues that require human support. AI help desk software can help reduce this workload. It can answer common questions, summarize tickets, suggest replies, route requests, and assist with support tasks.
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AI Control Tower Live: Governance that moves at machine speed

Oct 2, 2026 By ServiceNow In ServiceNow
One question, ninety minutes: Do you know what AI agents you have running, what they're accessing, and what's their ROI? ServiceNow product leaders open with an overview of why legacy controls can't keep pace with AI agents. Then we'll showcase customer stories from Zespri and Booking.com, end-to-end demos of AI Control Tower, and a look inside ServiceNow's own AI estate.
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Ticket Deflection Starts With Your Knowledge Base, Not Your Chatbot

Ticket Deflection Starts With Your Knowledge Base, Not Your Chatbot

Sep 27, 2026 By Omar El Bahr In OpsMatters
Your service desk closed 400 tickets last month. Somewhere between a third and half of them were password resets, VPN questions, licence requests, and "how do I get access to the shared drive." Every one of those had a documented answer. Most of those answers were sitting in a knowledge base that the person raising the ticket either could not find or did not trust.
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From Meeting Rooms to the Contact Center Floor: How Krisp Assists Agents on Every Live Call

From Meeting Rooms to the Contact Center Floor: How Krisp Assists Agents on Every Live Call

Sep 26, 2026 By OpsMatters In OpsMatters
Contact centers are where companies do their talking at scale. Thousands of agents, dozens of live calls each per shift, and on the other end a stranger with a problem and a finite amount of patience. A ten-second lookup, repeated across a few million calls a year, is a budget line.
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New Alerts module, smarter workflows, AI-powered assistance, and more!

Sep 18, 2026 By ManageEngine In ManageEngine
In this edition of ServiceDesk Plus Premiere, our product experts take you through the latest updates across both ServiceDesk Plus Cloud and On-Premises, with enhancements designed to make everyday IT service management more efficient. For ServiceDesk Plus Cloud, we’ll explore the new Alerts module, enhanced criteria-based workflow routing, Resolution Assist powered by similar resolved requests, and asset discovery enhancements that bring greater visibility into the security components of Windows assets.
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Service Desk vs. Help Desk: What's the Difference (and Where Does ITSM Fit In)?

Sep 15, 2026 By Zack Austin In Resolve
A help desk is the front-line function that receives user issues and requests, records them, provides basic troubleshooting, and routes unresolved work to the appropriate specialist. Its goal is to restore user productivity quickly. Typical help desk activities include: The work is usually tactical and reactive. A user cannot connect, open an application, or complete a task, so the help desk responds.
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MSP Ticketing System: How to Evaluate and Choose the Right Platform

Sep 9, 2026 By Ramya Shah In Motadata
Most managed service providers do not replace their ticketing tool because ticket volume got too high. They replace it because a client asked for a report the tool could not produce. That moment usually arrives between the third and tenth client. The shared inbox and the general help desk that carried you this far stop holding the accounts apart. Per-client reporting is usually the first thing to give way. An MSP ticketing system takes support requests from every client you serve.
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