

What Does Service Request Management (SRM) Mean And How Can It Help You?
The concept of “help desk tickets” is fading away, and more often seen is Service Request Management (SRM) , a discipline, system, and mindset that defines how organisations handle routine employee and customer demands for access, support, services, or information. For C-suite leaders in Africa aiming to leapfrog legacy inefficiencies, SRM is foundational to agility, cost control, and competitive positioning. Onpoint , with its deep industry experience and African footprint,


Understanding Versions in Jira: Importance, Creation, and Best Practices for Effective Project Management
What Are Versions in Jira? In Jira , a version represents a specific stage in a project’s lifecycle — often tied to a product release, sprint milestone, or significant deliverable. Think of it as a label that groups together issues scheduled for completion in a certain release. Using versions helps teams plan, track, and communicate progress across complex projects. For instance, “Version 1.0” might include initial launch tasks, while “Version 2.0” captures upcoming enhance


Understanding Support Tickets: A Guide to Efficient Customer Service Solutions
If you've been on both sides of support tickets for years. As a customer, you've sent countless frustrated messages about broken features, billing issues, and "urgent" problems that needed fixing yesterday. As someone who's managed support teams, you've seen thousands of tickets flow through your systems—some that got resolved in minutes, others that turned into week-long sagas. The difference between a smooth support experience and a nightmare often comes down to understandi

















