Head of Customer Experience & Revenue Operations

An illustration a woman building a bar graph out of construction blocks, representing a blog post about building vs buying integrations.

When To Build Custom Integrations vs. Using Integration Platforms

The right integration can completely transform the way you work. But should you build it yourself or buy a pre-built integration? Here’s a guide to making the right call.

An illustration of two people sitting at desks under a head bursting with lightning, representing a guide to onboarding new IT support team members.

How to Onboard IT Support Team Members When Context Lives in Multiple Systems

Onboarding new IT support team members is already challenging, and a ticketing workflow that crosses multiple systems doesn’t help. Here’s what you can do.

An illustration of a woman watching a stack of servers, representing a guide to root cause analysis.

Root Cause Analysis Across Disconnected Ticketing Systems

Root cause analysis is an essential part of making your ticket escalation workflow work. But it needs to be adapted to work across multiple systems. Here’s how.

Change Management: How To Migrate Tools With Losing Escalation Context

A migration is a difficult, expensive process, especially when escalating tickets across systems. Here’s how to prevent potential issues.

An illustration of four hands holding a flag, representing a guide to sla-aware ticket escalation workflows.

How To Design SLA-Aware Escalation Workflows That Actually Work

Your SLAs are tracking well but your customers are more frustrated than ever. The reason? Your reports aren’t capturing what’s really happening. Here’s why.

An illustration of a woman with a question mark, representing an IT support process.

How to Build an IT Support Process That Works Across Teams

Your IT support process doesn’t have to leave you constantly putting out fires. Here’s how you can turn a disjointed process into a powerful workflow.

An illustration of a woman throwing a life preserver to a man, representing a support ticket workflow.

How to Build a Support Ticket Workflow (With Templates and Examples)

Your support ticket workflow is the reference point for what needs to happen to every ticket, in every situation. Here’s how to build yours.

An illustration of two people fixing a light bulb at the top of a ladder, representing help desk ticket escalation.

Help Desk Ticket Escalation: A Complete Guide for IT Teams in 2026

Ticket escalation allows the right team to work on the right ticket at the right time. When it works right. Here’s how you can make sure your ticket escalation workflow goes off without a hitch.

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How to Get More Out of Your IT Service Desk: 6 Strategies That Actually Work

Your IT service desk is more than just a set of metrics. Here are some strategies for making your service workflows work flawlessly.

An illustration of a woman looking at a man above a lock icon, representing devops incident management.

Incident Management in DevOps: How to Build Blameless, Fast Escalation Workflows

Ideally, blameless culture leads to better escalation workflows. But it can easily go wrong without the right approach. Here’s how you prevent that.

An illustration of a man pulling a woman out of a hole, representing the difference between customer support and customer service in ticket escalation.

Customer Support vs. Customer Service: Why the Distinction Matters in Ticket Escalation

Ticket escalation can be fraught with lost context and other issues. That’s why understanding