The Federal Defender Office previously depended on just an email platform to handle all communication between themselves and colleagues and clients. Like most teams that run their support through an email platform, they lacked the ability to organize and manage all their lines of communication.
Brad Craley, a Senior Systems Admin, was part of the team that began the search for a new helpdesk software solution. He recognized the issues being faced on a daily basis and the need for a change.
“We found that some messages would become lost or buried in the inbox. The teams were unable to view pending messages in a way that made going through requests simple.”
After a rigorous testing process, the Federal Defender Office of Southern Ohio decided to go with Deskpro On-Premise, giving them complete control over all of their data. Once they had made the decision, the implementation took no time at all.
“Implementation was easy. Nothing difficult”
Apart from the fact that Deskpro offered them a choice of deployment, the Federal Defender Office team required many different ways to categorize and sort tickets. The use of these features meant that they could ensure that all their contacts and colleagues would not only receive a response, but this would also be sent within a reasonable timeframe.
“Deskpro makes it easier to track everything, and open ticket emails aren't getting lost like they were in the past."
After moving to the Deskpro platform, Brad and the team noticed how quickly they were now able to respond to issues. This had an almost instant effect on the efficiency of the team and improving the client relationships as tickets were no longer being missed or going unnoticed.
“Organization of tickets has been probably one of the highlights”
Another benefit from the move to Deskpro that they discovered was that supervisors could now keep track of how their team is doing. This would allow everyone to have transparency in their work and know that members of the team can easily ask for assistance with the full contact available to everyone, and the supervisor can watch the progress on any tickets they may be interested in.
The future for Federal Defender Office while using Deskpro will continue to maximise the efficiency of their replies. Brad and the team are looking forward to moving away from depending on email systems and having everything contained in one place. The control that their new helpdesk software has given them has enabled them to plan and scale their support teams for the future.
Support multiple brands or child organizations from a single helpdesk.
Author and publish articles that provide users with how-to information and answers to FAQs.
Choose between our hosted service, or run Deskpro on your own server infrastructure.