Managing an internal ticketing system with Desk.com

Customer Success Story

Search for Common Ground Logo

We use Desk.com to give our employees fast, helpful, consistent support.

Brad Fondak , Global IT Manager
Industry: Services

Managing an internal ticketing system with Desk.com

These days you hear a lot about the importance of the customer experience, but what happens when your customers are your own employees? It’s just as critical to provide awesome service. Just as Brad Fondak, Global IT Manager at Search for Common Ground (SFCG), a non-profit focused on conflict resolution with 54 offices in 36 countries. “Our employees do important work,” says Fondak. “We need to do whatever we can to make their jobs easier.”

Making every dollar count

As a non-profit, Search for Common Ground needs to work within a fixed budget. It’s also important that they automate support processes, so internal support agents can be as efficient as possible, and focus on complex issues instead of repetitive questions.

The organization chose Desk.com because it’s a cost-effective way to manage support inquiries and can be easily customized to meet their unique needs. Today, 25 full-time and 25 part-time employees use the helpdesk solution to offer support from their IT, operations, finance, and communications departments. Agents address requests as diverse as online account provisioning, changing building temperature, fixing broken printers, or adjusting expense reports.

When employees email for assistance, Desk.com’s powerful automation tools route cases to the right agents for fast follow up. Integration with Google Apps lets agents upload documents to cases, or automatically start a Chat or Hangout from within a case. The organization also integrated their procurement system, so agents can quickly get information on purchases and shipping schedules without leaving Desk.com.

Fast, efficient support for employees

Using the Desk.com-powered FAQ site, employees can quickly find solutions to their questions without having to ask for help. Deflecting calls from the support team frees agents to work on more complex issues. And, with Desk.com’s Business Insights, the organization can track how many cases are being resolved in each area and how employees rate their support interactions so they can forecast and staff appropriately.

“We’re managing more than 13,000 cases in Desk.com annually,” says Fondak. “We get employees answers fast, so they can devote their time to helping our mission succeed.”

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