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What Is An IT Help Desk?

An IT Help Desk is an internal mechanism that lets employees quickly reach out to the IT team for technical assistance, and provides reliable resources for common issues. This prevents work stoppage and equips employees to overcome common problems.
It also helps the IT team keep track of the company’s needs and respond to everyone quickly and efficiently.

Problem: Common IT Issues

In order for IT Help Desks to work effectively, IT workers need at least a baseline knowledge of every technical tool in use. Without a primary or centralized platform used across the company, that can mean a lot of extra effort.
In most cases, tool sprawl expands exponentially across departments, forcing IT employees to spend time learning dozens of different platforms and programs. This problem is only compounded by poor and decentralized ticketing systems, where sending a ticket can be confusing and take a long time for the user, and the IT team on the other end may not see it instantly.
MangoApps was the best fit for us because of the scale and capabilities of the platform and its ability to help us improve our IT experience.

Solution: Centralized Tech Support

Because MangoApps is a holistic, centralized workspace, IT help becomes a lot easier. With only one primary platform to worry about, the IT team can focus their efforts in a single area instead of having to keep track of several different tools and their ticketing systems.
Since communication and collaboration are also nested within MangoApps, IT team members can see help tickets and assigned projects in the same place where they contact other employees. Dedicated IT groups in MangoApps even let the IT team share frequently requested resources and send quick updates about temporary issues or outages.
We also have integrations with apps like Zendesk, so customer support tickets can be added and responded to from within MangoApps, allowing IT to interact with other employees and get tickets to closure, all in one place.

How To Create an IT Help Desk Group:

  1. 1
    To create a new group, make sure the groups module is enabled in your domain, then go to the groups area and select the ‘Create A Group’ button.
  2. 2
    Give your group a name and establish some of its basic details. Provide a description, establish permissions, enable or disable features, and more.
  3. 3
    You’re now ready to add users and get to work. Select the Group Tools button and then ‘Invite Network Users’ to get the IT team and anyone else necessary into the group.
  4. 4
    Once a member has been added to a group, they can immediately begin participating, and see everyone else’s contributions too.

How to Manage IT Tickets and Questions with Trackers and Forms:

  1. 1
    Trackers save time, simplify data management, and improve overall organization by collecting, storing, and analyzing information. To create a new tracker, first visit the department, group or team area where you want your tracker to be. In this case, that’s likely the IT Help Desk group you just created.
  2. 2
    Be sure that forms and trackers are enabled in the area and then select the Trackers option from the left-hand navigation bar.
  3. 3
    Next, select ‘New’ to start a new tracker and use one of our templates or start from scratch.
  4. 4
    Add and remove content however you need until you're ready to publish. Trackers allow you to create a framework within which your users can report issues, which can be assigned based on category to the appropriate person with the IT team.
  5. 5
    Once it’s published, users will be able to see and work with requests, which will get in front of the right people, and be viewable and solvable all in one organized place.
  6. 6
    You can then easily create an online form for users throughout the company to input requests that will be picked up by this tracker.
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