Blog

ITSM automation cuts ticket volume, speeds resolution, and frees IT teams for work that actually matters. Here's what works in 2026 and how to get started.

A practical guide to ITSM best practices: the 5 core processes, 10 actionable practices, key metrics, and how AI is reshaping IT service delivery in 2026.

Most ITSM self-service portals fail - only 1 in 8 organizations realize expected ROI. Here's what makes the difference, what to include, and how AI changes the game.

Learn how to set up an IT support bot in Microsoft Teams: which approach fits your setup, what to automate first, and how to measure success.

Zendesk AI Agent handles customer conversations autonomously. Copilot helps your human agents in real time. Here's exactly how they differ and when to use each.

Refund requests make up 30-50% of ecommerce support volume, with a 24-48 hour manual approval lag per ticket. Here is what AI can safely handle automatically, what to always escalate, and why the guardrails matter more than the speed.

A practical guide to chatbot analytics: the 8 metrics that actually matter, industry benchmarks for each, and a feedback loop that turns data into real improvements.

Step-by-step guide to connecting Zendesk to Slack for real-time ticket alerts, creating tickets from Slack messages, enabling side conversations, and what to do when you need more than notifications.

Freshworks launched its MCP Gateway at Refresh 2026. Here's what it actually does, which plans get it, and how to connect Claude or Cursor to your Freshservice data.