For a long time, the team at Arkansas Urology relied using just an email client for their internal IT support. This offered very little in the ways of organization and categorization of communication, with next to no additional or helpful efficiency features.
This left the Support team with not much assistance from the platform they were utilizing. There was also no way to determine the success rate for the team in regards to how many queries they were solving, how happy employees were and most importantly, what frequent issues were occurring.
Once realizing that simply using email was not the best way to handle the important and frequent queries they receive, Max Kamis was given the task of searching for a new solution to the problem. Due to the nature of Arkansas Urology their new helpdesk needed to be on-premise.
After looking at a few helpdesk software solutions, Max found Deskpro. Whilst testing the abilities of Deskpro against the other hepdesk software solutions, he knew it would be a good match his team.
“The first thing that stood out about Deskpro was the interface, it was simple but you can do so much with it.” It was this simplicity combined with time-saving features that Max was looking for to help the lives of their Support team, and ultimately all of their employees much easier.
The two major benefits for Arkansas Urology since implementing Deskpro for the support team are ticket handling and reports. The insights that the reports interface offers to both management and the team, and they have become dependent on the reports available here to keep them up to date on what is and is not working well for their teams’ responses.
“We are now heavily dependent on the reporting in Deskpro. It allows us to keep a track of everything that is going on with the support team.”
Ticket handling has become a much better experience for the agent as they can now view their workload in a way that makes sense and is more manageable. After using Deskpro for a little while it became obvious that the Agent Interface made interacting with and completing tickets much simpler then what they had experienced in the past.
Another positive aspect for Max and his team is the fact that Deskpro runs off Linux, so any cron jobs that had to be run are very reliable, which has made everyone’s job easier.
Using Deskpro has given the Support team the tools to be more effective at their job. As well as providing the management with deep insights into the ‘health’ of their helpdesk through the reporting interface.
Max and the Support team at Arkansas Urology look forward to providing the best IT support service they can to their employees with Deskpro at their side.
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