Creating Seamless Internal Support with Integrated Communication Tools

In today’s fast-paced, digitally driven workplace, internal support can be a frustrating experience for the end user. We’ve all been there; it can be time-consuming to bounce between email, Slack, Teams, and separate help desk portals.

It creates a disjointed experience that slows everyone down and can create friction between support teams and their colleagues. It's time to rethink the traditional help desk and embrace a new, more unified approach.

The Problem with Fragmented Support

Today’s modern workforce encompasses remote or hybrid work environments, which means employees are more reliant than ever on support for day-to-day operations. Gartner conducted a survey that cited 47% of digital workers struggle to find information or data needed to perform their jobs effectively. Imagine an employee, let's call her Wendy, has a problem with her software. Her journey to a solution might look like this:

1. Email: She starts by sending an email to the IT team's shared inbox, but it gets buried under a mountain of other messages and gets missed or forgotten.
2. Slack/Teams: Frustrated, she sends a message to the IT channel on Slack, hoping for a quicker response. The team sees the message, but it's not an official ticket, so it's easily forgotten.
3. Help Desk Portal: Finally, she's directed to the official help desk portal, where she must re-enter all the information she has already provided.

This scenario is all too common, resulting in wasted time for both the employee and the support team. The context is scattered, and there's no single source of truth for the issue. It creates inefficiencies, bottlenecks, and can slow down workflows. Having a unified platform can help improve efficiency, lead to cost savings, increase productivity, and revenue in the marketplace.

The Evolution of Internal Support: "Support Where Employees Already Work"

Over the past decade, internal support has undergone rapid evolution, driven by cloud technologies, new communication platforms, remote and hybrid work arrangements, employee experience initiatives, and AI-driven automation. Internal support is no longer a back-office operation, but it’s a front-line service that requires support for every employee and department.

Is the problem too many tools or a lack of resources that hinders the process for your team? Or could you just need a solution to meet employees where they are? Instead of feeling the pressure to reduce your tech stack or force them to a new platform, a modern help desk integrates with the communication tools they already use every day. This concept is known as "support where employees already work." It's not about adding another tool to the stack; it's about making the existing tools more powerful.

How Deskpro Creates Unified Internal Support Experience

Say goodbye to chaos and hello to internal support you can count on with Deskpro. As an all-in-one help desk platform, Deskpro seamlessly integrates with the communication channels your employees use daily, including Microsoft Teams, Slack, and email. It consolidates all your internal support requests into a single, centralized hub, enabling employees from different departments to connect and collaborate effectively.

Deskpro’s modern solutions are designed to help boost your support service, such as:

1. Centralized Ticket Management: Deskpro turns every support request, whether it comes from Teams, Slack, or email, into a trackable ticket. This provides your support team with a single, organized view of all incoming issues, regardless of their source, eliminating lost emails and forgotten Slack messages.

2. Seamless Channel Integration:

• Microsoft Teams & Slack: Employees can submit requests directly within a Teams or Slack channel. Deskpro's integration enables users to create a ticket with a simple command, automatically capturing key information and establishing a dedicated thread for the issue. Support agents can respond within the same channel, and the conversation is automatically logged to the ticket.
• Email: Traditional email-based support has not gone out of style, but we’ve made it easier to track and prioritize what’s coming through your inbox. Deskpro's email integration automatically converts incoming emails into tickets, ensuring every request is captured and managed effectively.

3. Collaboration within context: Support teams can tag colleagues, share updates, and document solutions directly inside Deskpro while employees see a clean, clear communication thread.

4. Real-time updates: Employees get notified in their platform of choice when a ticket is updated or resolved, no more wondering if their issue has been seen.

The Power of Self-Service

Self-service support can significantly improve efficiency, drive cost savings, and enhance employee satisfaction. A modern internal support system isn't just about managing tickets; it's also about empowering employees to help themselves, which can reduce the overall workload for the support team. Deskpro customers can create, publish, and manage self-service content through a custom knowledge base that can be seamlessly integrated directly into their communication tools.

• Embedded Knowledge Base: When an employee types a question in Teams or Slack, Deskpro AI can automatically suggest relevant answers based on your knowledge base articles/data it's been trained on.
• Automated Solutions: Deskpro lets teams create custom, intelligent automations that save time and reduce costs. For example, let’s say an employee needs to reset their password. Deskpro's automation can trigger pre-defined workflows directly from a communication channel, providing instant, automated solutions.

Measuring Success: Beyond Just Open and Closed Tickets

When support is frictionless, employee satisfaction soars. With Deskpro, the impact of a unified internal support system is seen in a number of key employee satisfaction metrics:

• Reduced Time-to-Resolution (TTR): By eliminating back-and-forth communication and centralizing information, teams can resolve issues more quickly.
• More Transparent Communication: With a dedicated thread for each ticket, everyone is on the same page. Proactive updates can be sent automatically, keeping the employee informed throughout the process.
• Higher Employee Satisfaction: When employees feel heard and supported, their frustration decreases, and their trust in the IT and support teams grows.

Support, Right Where They Are

Introducing a new internal support workflow requires a thoughtful approach; however, success is only achieved if employees actually utilize it. Here's how to ensure a smooth transition with Deskpro:

1. Communicate the "Why": Explain to employees and support teams why the change is happening and how it will benefit them.
2. Highlight the Ease of Use: Emphasize that employees can continue to use the tools they are already familiar with, ensuring a seamless transition. The new workflow is designed to make their lives easier, not more complicated.
3. Start Small: Roll out the new workflow to a pilot team first to identify and address any issues, and gather feedback.
4. Measure and Share Success: Track key metrics, such as resolution time and employee satisfaction, from day one. Share the positive results with the entire organization to demonstrate the value of the new system and encourage adoption.

By transforming your internal support from an inconsistent to a unified and integrated experience, you can dramatically improve employee satisfaction, boost productivity, and empower your support teams to work more efficiently. Deskpro makes this transformation possible by bringing support where your employees already are.

Ready to see how Deskpro can transform your internal support? Request a demo today.