St Wilfrid's Catholic School
St Wilfrid's Catholic School uses Deskpro to manage their internal support for staff and students.
St. Wilfrid’s Catholic School moved their support service from a Freshdesk instance to Deskpro so they could provide exceptional internal support to staff and students.
Having previously used Freshdesk for their ticketing needs, Gary Robson the Network Manager for St. Wilfrid’s was looking for an alternative helpdesk. He found that the Freshdesk interface was slightly too complicated and his agents didn’t enjoy clicking back and forth between different areas of a ticket.
Gary also wanted increased transparency and the ability to easily track the tickets that came into their helpdesk to enhance his team’s performance and identify areas of improvement. “We didn’t have the proper reporting features so that made me want to look around for other helpdesk software.”
Gary had used Deskpro at a role in a previous company, so he knew that it was an effective solution for his software needs: “I’ve never had a bad experience with Deskpro, it just does everything we need it to do.”
For Gary, the main benefit of Deskpro over their previous helpdesk provider is the intuitive layout of the agent interface. “You can see your list of tickets and see all the information about it on the same page without having to go into and then back out of a ticket.”
As a result of his previous experiences with Deskpro, Gary was able to set up the helpdesk easily after migration: “It was something I was really familiar with and able to set up quickly.” His team also finds the agent interface intuitive as Gary explains “I was able to be a point of contact for them because I’m familiar with it, but they picked it up very quickly.”
Deskpro enables Gary and his team to provide tailored support for the staff and students at St Wilfrid’s through the use of permissions and usergroups across the Help Center. Gary explains that he achieves this using an Office 365 integration, so that “when staff and students log in to the Help Center, I can define which guides they can view. I’ve got certain guides for our staff and for our students.”
The team at St Wilfrid’s also find the ability to share files through the Help Center more convenient than other file sharing methods. Gary utilises the Files section of the Help Center a lot: “I host files on here as it’s just easier to send someone a file that’s hosted centrally through Deskpro as opposed to having to upload somewhere else and share a link.”
In addition to the functional benefits that migrating to Deskpro has brought to Gary and his team, they benefit from an educational discount, “We got an educational discount when I contacted you”, allowing them to provide effective helpdesk support to their school community at a reasonable rate.
Gary and his team use their helpdesk data from ticket satisfaction to continue improving their support for their school community: “It’s interesting to see what people actually think of the team and how we can improve”. As they continue to identify areas of improvement and work on their support team by keeping track of their performance in the reporting app, Gary explains how “I’ve got my own dashboard set up that shows the amount of tickets coming in, their categories and how long it takes for us to reply and resolve them.”