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KPIs that prove the Duo update improved team productivity without increasing risk, include authentication success rate, login time reduction, and helpdesk ticket volume to show productivity gains. Monitor authentication failure rate, security incident count, and phishing resistance to confirm risk hasn’t increased.
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The best free helpdesk tools for 2025 are Freshdesk, Spiceworks, Crisp, Zendesk, Zoho Desk. There are a few more helpdesk tools but it depends on your usage.
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The most innovative and fundamental features to look for in help desk software include, ticket management, self-service portals, integration capabilities and AI chatbots.
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