Case Study: JDA TSG streamlines internal employee support with Desk365

JDA TSG supports 84+ agents across HR and IT with Desk365

JDA TSG, a managed services provider, faced challenges with its fragmented employee support system. Using a combination of Microsoft Forms, monday.com, and shared mailboxes led to difficult-to-track requests and unclear ownership. As the company scaled, it needed a dedicated helpdesk platform to bring order and structure without unnecessary complexity, leading them to evaluate solutions like Desk365.

Desk365 provided a centralized solution that integrated with Microsoft Teams and used automations to route tickets to the correct departments. The implementation resulted in 84+ agents across various teams using the platform to collaborate efficiently. The measurable impact includes streamlined support for thousands of new hires, faster resolution of common requests, and the ability to track service quality through integrated surveys.

JDA TSG