IT Guard

How IT Guard consolidated their emails and internal knowledgebase into one tool.

Founded
2015
Certified Engineers
3
Summary
As a technology company, IT Guard are used to dealing with lots of different pieces of software. Unfortunately, their support team were being slowed down by having to use multiple tools.
The Challenge

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.

About IT Guard
IT Guard are a Network and Data security company based in Paris, France. They have been providing outsourced IT management services and support to businesses across France, with a focus on the Hospitality industry.
Visit It Guard
The Solution

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.

"The automation options on tickets are great, they make sure we always get back to the customer in time. "
Anne de Vassoigne
Anne de Vassoigne
Co-founder, IT Guard
"The Deskpro product stood out, it was exactly what we were looking for, and was an affordable solution. "
Anne de Vassoigne, Co-founder, IT Guard
The Benefits

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.

The Future

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.

"We are very happy with Deskpro, we use it every day, it is a really good product "
Anne de Vassoigne
Anne de Vassoigne
Co-founder, IT Guard

IT Guard's favorite features of Deskpro

Reporting

Understand customer data and improve your support with insights you can act on.

Knowledgebase

Author and publish articles that provide users with how-to information and answers to FAQs.

Email ticket creation

Create tickets on behalf of users by email instead of from the agent interface, or forward a user email to an email address configured to automatically create tickets.

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