The third software product in our series on open source help desk packages is Request Tracker from Best Practical, an open source software development company based in Somerville, Mass. For larger ...

The final item in our series on open source help desk packages is Information Resource Manager, or IRM. Like most of the other systems we’ve looked at, IRM is a Web-based application that provides ...

We recently posed this riddle to the Best Practice Exchange: Your help desk is staffed by productive workers. You expect your call volume to increase because of a new system implementation that ...

The more time you spend fussing with the gadgets, apps and services in your life, the less you get to spend actually living it. Your time is precious — a fact made even clearer by everything we’ve ...