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What is a Workflow? A History and Definition of Workflows

To the uninitiated, the concept of a “workflow” might feel abstract. So let’s get you from “uninitiated” to “workflow expert.”

WorkFlowy vs. Dynalist for Building To-Do Lists

Learn why outliners like WorkFlowy and Dynalist are a great option for individuals looking to keep simple projects and tasks organized.

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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?

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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

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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.

An illustration of two people under a rain of burning money, representing hidden costs in manual ticket escalation processes.

Understanding the Hidden Costs of Manual Ticket Escalation

Manual ticket escalation might seem less expensive or more convenient in the moment, but it leads to some serious hidden costs.

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Cross-Tool Visibility: The Missing Link in ITSM Efficiency

See how the right integration solution can revitalize your ITSM process and ensure no ticket falls through the cracks.

An illustration of two people looking up to a staircase, representing ITSM efficiency and time to escalation.

ITSM Efficiency: Reducing Time to Escalation

Learn how you can reduce the time to escalation for ITSM tickets through stronger processes and software integration.