Tech Articles
Curated developer articles, tutorials, and guides – auto-updated hourly
Serguey Shinder4d ago • 2 min read
Nineteen of Our Shared Mailboxes Were Being Read by Nobody
In April a customer complained to our managing director that he had been writing to us about a...
#sergueyshinder#itoperations#email#servicedesk
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Serguey Shinder3d ago • 2 min read
Our Tickets Closed Themselves Before the Night Shift Came Back
Our service desk tool closes a ticket automatically when the requester has not replied for three...
#sergueyshinder#itoperations#servicedesk#shiftwork
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Serguey ShinderSep 25, 2026 • 2 min read
Two Thirds of What We Escalated Did Not Need an Engineer
Our second line has five engineers and by March they were a fortnight behind on anything that was no...
#sergueyshinder#itoperations#itsm#servicedesk
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Serguey Shinder2d ago • 2 min read
A Third of the Scanners Sent Back as Faulty Had Nothing Wrong With Them
When a handheld scanner stops working at one of our depots, the supervisor boxes it up, a courier...
#sergueyshinder#itoperations#hardware#servicedesk
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Anna Eckert4d ago • 13 min read
I Compared Platforms for AI-Assisted Ticket Handling in 2026
A practitioner comparison of six AI-assisted ticket platforms, covering workflow fit, context, gover...
#ai#helpdesk#servicedesk#productivity
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