Notes on running a help desk
Setup guides, comparisons, and the habits that actually improve response times, no fluff, no fabricated statistics.
IT Onboarding and Offboarding Checklist for New Starters and Leavers
A practical IT checklist for new starters and leavers: what to do before day one, on day one, and on someone's last day, plus who owns each step when IT and HR share the work.
Read moreHR Ticketing: How to Handle Employee Requests Without Losing Track
Why HR requests break a shared inbox faster than customer support does, and how to track them properly without making HR feel like a ticket queue.
How to Set Up an Internal IT Help Desk (Small Business Guide)
A practical guide to running internal IT support for a small company: intake, categories, priorities, response targets, and getting colleagues to actually use it.
12 Customer Service Email Templates That Don't Sound Like Templates
Copy-and-adapt email templates for the situations small support teams actually face, from first response to refunds, outages, and saying no.
Help Desk vs Service Desk: What's the Difference?
The difference between a help desk and a service desk, where the terms come from, and an honest answer to which one a small team actually needs.
Email Support Best Practices for Small Teams
Seven habits that measurably improve email-based customer support, with example replies you can copy. No new tooling required, though the right tool makes most of them automatic.
5 Signs Your Team Has Outgrown a Shared Email Inbox
A shared inbox works great until it doesn't. Here are the five concrete signs it's time to move to a support ticketing system, and what the move actually involves.
How to Set Up a Shared Support Inbox in 5 Minutes
A step-by-step walkthrough from 'we just use a shared Gmail' to a real support inbox your whole team can work from, with testing and troubleshooting. No engineer required.
Best Zendesk Alternatives for Small Support Teams (2026)
A practical comparison of the best Zendesk alternatives for teams of 2 to 20, what each one is genuinely good at, and how to pick without sitting through a sales call.