Desk365 is an obvious choice.
Use Cases and Deployment Scope
We use Desk365 as a comprehensive support and risk management platform. IT support tickets are being logged and managed over two domains, Infrastructure and Development. We have also configured additional modules for Incident Management and Compliance Issues, making Desk365 a comprehensive Risk Management platform for the business.
Pros
- Flexibility in configuration and workflow
- Integration with MS Teams as communications channel is great
- Easy and user friendly for users across the organization.
- Very little training needed for IT and users
- The AI functionality is very useful and works well.
- Reporting is very useful to manage throughput and track issues to conclusion.
Cons
- Reporting could be made easier to configure, more flexible with the ability to also print a report in .pdf format.
- The use of AI can be improved by utilizing more functionality of the Copilot Agent - also to be able to use AI across the platform to provide data and insights, as opposed to only referencing one ticket.
- Include a functionality to 'mark/pin' 'Hot Tickets' that need consistent and continuous monitoring and progress.
- Add the ability to automate and schedule progress reports on specific tickets, in summarised format , delivered to your inbox.
- Some regulatory and ISO requirement requires prescribed formats in which a matter must be reported (i.e. incidents or compliance complaints. Would be very useful to be able to construct and configure such forms as input forms instead of an open freeform text box. It will also assist greatly in guiding users into a format of reporting issued, ensuring all relevant information is provided. Open text fields cause inconsistencies in reporting.
Return on Investment
- Increased internal Service Level quality with approximately 50%
- Enhanced executive reporting significantly, providing insights into operational efficiency and resource utilisation.
- Improved 'pass rates' on audit assessments with 40 - 50%, especially in terms of evidence provisioning.
Usability
Alternatives Considered
Atlassian Jira
Other Software Used
Azure DevOps, Trello, Microsoft 365 Copilot, Microsoft SharePoint
