In June, we brought AI even closer to the agent experience, added powerful capabilities to workflows, improved performance tracking, and made it easier to stay in flow.

From burnout and invisibility to the role of leadership and tooling, this conversation with Paul Brandvold reflects how we can build more thoughtful systems and cultures that support the people behind the tickets.

Drawing from decades of real-world IT service delivery, I explore why modern service desks should rethink support systems and not just chase faster ticket resolutions.