Anne de Vassoigne, Co-founder of IT Guard, explained how the need for a new helpdesk solution arose.
“We were using Outlook for emails, and another software package for our knowledgebase, neither worked well for what we needed. We started to look for something that had both ticketing and knowledgebase integrated.”
As a security company, IT Guard were keen to be in control of their hosting environment as well as all of their data, so they set out to find an on-premise multi-channel helpdesk.
To begin the search, Anne created a shortlist of On-Premise helpdesks that included ticketing and a knowledgebase, and began to test the different options. After testing a few helpdesks, she realised how important it was to have a ticketing software that was highly customizable.
Once the decision was made to move both their email and internal knowledgebase into Deskpro, the on-boarding team were able to start setting up triggers and escalations to help with support. These were something that weren’t available to IT Guard when using Outlook, and something that Anne hoped would be a game changer for the company.
Since IT Guard consolidated their support tools into Deskpro, they have found many more benefits to having a dedicated helpdesk vs Outlook. Time saving automations within Deskpro has helped the customer support team to be more effective and efficient with their resolutions.
Having an integrated knowledgebase and ticketing system has not only reduced costs, but it has also ensured that emails aren’t getting lost, and the support team don’t have to keep flicking between different software.
Overall, the team has been really impressed with how Deskpro has enabled them to get more done and improve customer satisfaction in less time than before.
IT Guard are a growing team, and whilst they have used the reporting dashboards, they haven’t had the need to create any custom reports. However, when they need to start tracking more metrics, they already have the perfect tool to do so.
“We have occasionally used the dashboards. But as our team grows, we may need to use reports in more depth.”
By future-proofing their helpdesk software, IT Guard will be able to utilize all of the reports on the helpdesk when they need to, as well as leveraging the Deskpro customer success team to help with creating custom reports.
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