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Ticket Handoffs Between IT, Customer Support, and Engineering: Where They Break and How to Automate Them Safely

Ticket handoffs between IT, customer support, and engineering can lead to lost context, unclear ownership, and unresolved customer issues. Discover where handoffs break down and how to automate them safely.
Open-source ITSM add-ons search shown as a man standing in a huge archive of stacked boxes and shelves lit in pink and orange

How Open-Source ITSM Teams Actually Find Add-Ons – And Why the Catalog is Still Broken

Open-source ITSM add-ons for Znuny, OTOBO, and Zammad aren’t hard to find because they don’t exist. They’re hard to find because there’s no shared catalog. This article shares the six main places where plugins hide, explains why .opm compatibility is more fragile than it looks, and lays out a six-step checklist for testing an add-on before it reaches production.
Small business technology decisions shown as a bearded man in glasses thinking, surrounded by thought bubbles labeled Identity, Vendors, Recovery, Applications, Data, AI, Cloud, Cybersecurity, and Compliance

Small Business Doesn’t Mean Small Technology Decisions

A butcher shop drowning in paper invoices taught Mark Patnaude that small businesses don’t get simpler technology problems, just less room to recover from the wrong call. He argues the fix isn’t scaled-down enterprise bureaucracy but “minimum effective discipline,” and offers a five-question test any SMB can use before making a decision it can’t afford to get wrong.
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