Teams | Collaboration | Customer Service | Project Management

Custom intent categories: Tailor intelligent triage to your business needs | What's New

Mar 31, 2026 By Zendesk In Zendesk
Every business has support issues that don’t fit neatly into prebuilt categories. Custom intent categories let admins define intents, categories, and subcategories that reflect their unique support needs. By customizing how tickets are classified, intelligent triage can more accurately predict what incoming requests are about—helping teams organize work and route tickets more effectively. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.
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Simpplr

Make every message count: how to choose the right internal comms channel

Mar 31, 2026 By Regan Zuege In Simpplr
If you’ve ever found yourself asking, “Does this really need to go on the intranet homepage?” — you’re not alone. Internal communicators are constantly balancing visibility with relevance. In a world where every stakeholder believes their update is urgent and homepage-worthy, even the most valuable channels can quickly become overloaded. But when everything gets promoted, nothing stands out.
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we360 ai

How to Perform a Workload Analysis and Boost Productivity

Mar 31, 2026 By guest contributor In We360.ai
A busy team is not always a productive team. That is one of the biggest mistakes organizations make when evaluating performance. People may look fully occupied all day, yet deadlines still slip, quality drops, and burnout starts rising. In many cases, the real issue is not a lack of effort. It is an unbalanced workload. This is where workload analysis becomes essential.
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we360 ai

The 2-2-3 Work Schedule Explained: How the Panama Shift Works

Mar 31, 2026 By guest contributor In We360.ai
Not every shift schedule is easy to understand, but the 2-2-3 work schedule stands out because it offers both structure and flexibility. Used by businesses that need round-the-clock coverage, this schedule follows a repeating pattern where employees work 2 days on, 2 days off, and 3 days on, then reverse the pattern the following week. It is designed to keep operations running continuously while also giving employees more predictable time off.
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onedesk

Solving Inbox Chaos: How to Auto-Assign IT Emails to a Ticketing System

Mar 31, 2026 By Erin Richardson In OneDesk
If you’re managing IT requests through a standard Gmail or Outlook inbox, you already know that many incoming emails are tickets that need to be tracked, worked on, and closed. Managing tickets from an inbox is a manual process. You have to read the email, decide who is best to handle it and forward it to them. Then you need some way to keep track of what’s been answered or what needs follow-up. This results in a lot of back and forth and wasted time.
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element

Introducing the ESS Community migration tool

Mar 31, 2026 By Patrick Maier In Element
Since we launched the Element Server Suite (ESS) Community edition, we’ve been thrilled by the momentum. We are seeing a whole wave of new deployments and steadily growing engagement within the community. It’s clear that more people than ever want a robust, manageable way to host their own Matrix stack.
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6 Ops Changes That Took This Business from Scrappy to Scalable - with Alex Bodini

Mar 31, 2026 By Scoro In Scoro
Growing a professional services business often starts the same way: scrappy teams, generalists wearing multiple hats, and a lot of momentum driven by energy rather than structure. In this episode of The Handbook, Harv sits down with Alex Bodini, CEO of Spin Brands, to unpack how Spin evolved from a grassroots social media shop into a multi-entity group of 100+ people. Rather than waiting for a crisis to force change, Alex and his co-founder made a conscious decision to professionalize the business so they could attract bigger clients, better talent, and more ambitious opportunities.
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