There are countless help desk solutions out there, but very few actually integrate with M365, SharePoint and Teams. If you are looking for a new help desk solution and your organization uses Microsoft Office 365, SharePoint, and Teams, it is essential to utilize a help desk that truly leverages this environment. You need a proper Teams Help Desk. Why?
Adoption
Adoption is key. Think about your users – from the most to least technical. What are they familiar with? Where do they work throughout the day? Selecting a solution that all your users will realistically adopt can make or break a help desk’s success. The easier the help desk is for users to engage with, the more pleased they tend to be with service and the overall experience. For example, being able to submit (and even manage tickets) through simple Teams messages can be a huge benefit for those who are working in Teams anyway.
Beware of False Integrations
Many help desks claim to have “Teams integration” but really, what they offer is essentially a copy of the exact same help desk site within Teams – pretty much the same user experience as going to a website, with no special Teams functionality. This misses the point of having a Teams integration. Look for a Teams help desk that actually offers a full Teams integration via an intelligent Chatbot or unique application. NITRO Help Desk offers this capability with a full true integration for an ideal user (and technician) experience. Both users and technicians should be able to utilize all the key features (submit a ticket, assign a ticket, respond to a ticket, etc.) from directly within Teams to provide a full, modern user experience.
Additionally, as today’s workforce tends to be more mobile than ever before, being able to manage tickets on the go in Teams can help significantly with SLAs as technicians can assign and even respond to tickets simply and easily from Teams.
Savings
Another big benefit to utilizing a proper Microsoft Teams Help Desk is the savings. If your organization has already made the investment in Microsoft 365, SharePoint, and Teams, you have already paid for a portion of the solution you need. Why not leverage that in your help desk solution? Many help desks don’t integrate as fully with the M365 environment, and therefore essentially charge you for things you already have.
Imagine making a pizza and you already have the dough, sauce, and cheese. All you need is some pepperoni to make a great pie. So you go to the store…would you buy a frozen pizza or the pepperoni? The choice is clear. The homemade pizza will taste better than frozen and it costs less to get a package of pepperoni than a whole new frozen pizza. Plus you can make more than one pie with that single pack of pepperoni. A good Teams Help Desk is the same way. You already have M365, SharePoint, and Teams, so why not get a good help desk that can work with your base and reap the rewards?
Conclusion
There are many help desk solutions out there, but it is important to choose carefully if your organization already has Microsoft 365, SharePoint, and Teams. You can have a robust, modern help desk solution that not only costs less than many of the other options out there, but also provides a better user and technician experience. A solution like NITRO Help Desk can help you with SLAs, user satisfaction, and more.
