Teams | Collaboration | Customer Service | Project Management

Employees do not contact the IT helpdesk because they want a ticket created. They want their password reset, software installed, access approved, VPN fixed, or device issue resolved. However, many AI helpdesk automation tools stop after answering a question, categorizing the request, or routing the ticket. The actual resolution still depends on an IT technician. True IT helpdesk automation goes further.

NIS2 has moved from a directive text to a daily operational reality for thousands of organizations across the EU, and Wire's new State of Secure Collaboration 2026 report shows how far everyday collaboration habits have to travel to catch up with that reality. We surveyed 208 IT, security, and compliance leaders across France, Germany, and the UK about how they collaborate, what they consider sensitive, and how prepared they feel for the regulation.

Frontline employees are the nuts and bolts that hold your business together. When they’re all in the right place and thoughtfully aligned, they create a stable foundation. But if they’re not aligned, the structure starts to wobble.

You might’ve heard the term “Jira” used by any of the members in your product team at your company irrespective of what role you’re in. To make it clear for you, Jira is actually a tool developed by the Australian Company, Atlassian. It is used for bug tracking, issue tracking, and project management.

When an employee’s final working day is recorded in the HR system, the offboarding process has only just begun. IT must remove access, equipment needs to be returned, HR has to schedule the exit interview, benefits teams may need to send a COBRA notification, and final documents must be completed. When these steps are handled separately and manually, important actions can be missed. So, what is employee offboarding automation?

Reframe Expert Round-ups bring together some of the leading voices reshaping agency and consulting in the age of AI. Each month we tackle one of the industry’s most charged questions and ask our guest experts to give their honest, unfiltered takes. We aren’t here to give you identical, PR-polished, best practice answers. We’re here to help you navigate the messy middle – including the good, the bad and the ugly. The billable hour model has been under pressure for a long time.

Alicia Calderon is Design Strategy Lead at Miyagami, a software agency in Amsterdam, where she oversees discovery and design for client projects. In collaboration with their Sales, PM, Design and Delivery teams, she built a Miro template that turns raw discovery sessions into a scoped PRD and product diagram, keeping one source of truth across an AI-heavy product development lifecycle workflow. Here’s how it works, and a template you can clone.

Choosing the right team communication tool has become more important than ever as businesses rely on seamless collaboration across remote, hybrid, and in-office teams. Organizations traditionally evaluated communication platforms by searching Google, reading product comparisons, and requesting demos. However, the way buyers discover and compare software is rapidly evolving with the rise of AI-powered search.

Search is the invisible first draft of every project — the step before the step. Across three months and 5.76 million searches, Simpplr data shows how well organizations are helping people find what they need and where they still fall short.