IT Support Archives

An illustration of a woman throwing a lifering at a swimming man, representing an integration backlog.

How to Manage a Growing IT Integration Backlog

89% of businesses have an integration backlog. Learn why hiring and enterprise iPaaS won’t fix it — and how a governed self-serve model will.

An illustration of two people under a cloud and a warning sound, representing one-way automations and incident response.

Why One-Way Automation Fails in Incident Response

In incident response, productivity drag cause by tool gaps and manual work can have a massive impact on the way you work. One-way automation doesn’t always improve this.

A illustration of a meteor hitting a bar graph, with a woman watching it happen, representing the incident management lifecycle.

The Incident Management Lifecycle — and Where Escalation Breaks Down

The incident management lifecycle describes the way you detect, address, and document incidents. But there’s a key way this lifecycle often breaks down. Here’s how.

Logos for Freshservice and other software tools, representing a guide to Freshservice integration.

A Complete Guide to Freshservice Integration

Freshservice is a popular tool for ITSM, but it’s rarely the only tool your teams use. Here’s Unito’s guide to Freshservice integration.

A Complete Guide to ServiceNow Integrations

IT departments manage some of the most complex workflows in their organization. Here are some of the integrations that make that work much smoother.

Logos for Freshservice and Jira, representing a guide to Unito's integration for these tools.

How to Sync Freshservice and Jira With Two-Way Updates

In this guide, you’ll learn how to build an integration between Freshservice and Jira using Unito with automated updates.

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 man and woman going up an escalator, representing a guide to the ticket escalation workflow.

Unito’s Guide to Getting Your Ticket Escalation Workflow Right

Ticket escalation ensures that ever issue is handled by the right person. But getting this process right can be challenging. Here’s how it’s done.