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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.

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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 2025

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.

Logos for Unito and Smartsheet Bridge, representing a guide comparing the two integration solutions.

Unito vs. Smartsheet Bridge: Which Integration Do You Need?

Smartsheet Bridge connectors allow you to automate steps in your workflow. Unito’s two-way sync closes the gap. Which should you choose?

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

An illustration of a woman with a clipboard standing by an hourglass, representing a guide to reducing mean time to resolution.

Reduce MTTR (Mean Time to Resolution) by Fixing the Human Bottlenecks

Your mean time to resolution can be hampered by bottlenecks that only the right technology can really fix. Here’s how.

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Make Customer Service AI Agents Smarter With Unified Cross-Tool Context

AI agents for customer service need context from multiple tools to work just right. Here’s how that’s done.

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How to Standardize IT Tickets for Better Escalation

Standardizing AI tickets can create a mountain of administrative work, especially when context is scattered across multiple tools. Here’s what you can do.

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AI in Customer Service: Where It Helps and Where It Fails Without Context

AI can significantly streamline customer support, but it needs the right context to do so. When that context exists in other tools though, it’s often lost. Here’s what to do.