Insights & Strategy
Technology
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Technology
Choosing a Zendesk Alternative: Costs, Fit and Migration
Compare Zendesk alternatives by workflow, billing unit and migration requirements. Use a cost worksheet and ticket-level pilot to assess your shortlist.
Oct 29, 2026 · 9 min
Technology
HeroDash AI Agent Assist: Ticket Updates and Human Control
Explore HeroDash AI agent assist through Ticket AI: ticket updates, conversation summaries, agent edit protection, manual reanalysis, and undo controls.
Oct 27, 2026 · 10 min
Technology
Conference Calling for Customer Support: A Guide with HeroDash Examples
See conference calling for customer support with HeroDash. Learn to add specialists, manage handoffs, review recordings, and separate agent time from charges.
Oct 27, 2026 · 8 min
Technology
Call Center Analytics: What Your Reports Measure, and the Transcript Data Underneath
Call center analytics turns calls into reports and transcript data. Learn which contact center analytics metrics need a written definition, and what to ask for.
Oct 19, 2026 · 13 min
Technology
Call Routing Software: How IVR and Intelligent Call Routing Get a Call to the Right Person
Call routing software explained: ACD vs IVR, queues, skills-based routing and AI handoff. Get an 11-point checklist and three test calls to run on yours.
Oct 9, 2026 · 13 min
Technology
HeroDash LINE Integration for Customer Support
Connect LINE customer conversations to HeroDash. Review Messaging API setup, ticket routing, response timers and human handoff before rolling out support.
Jul 15, 2026 · 8 min
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