How Palletline replaced several helpdesks with one Mint Service Desk portal
Palletline ran separate helpdesks for different business roles on outdated platforms. We asked Alex Webb, Lead Infrastructure Specialist, what changed after the move to Mint Service Desk.
Several helpdesks on outdated platforms
Palletline ran multiple helpdesks across the organisation for different business roles, and managing them became hard work for the IT Service Desk.
Separate helpdesks for different roles
Different business roles used separate helpdesks, and end users reached support through two portals.
Hard to maintain
Managing updates, software and content across the helpdesks became hard work for the IT Service Desk.
Outdated, unsupported platforms
The previous helpdesks ran on outdated platforms with no major vendor support, and became unreliable.
One portal for tickets, assets and knowledge
Mint Service Desk brought the functionality of all previously used systems together in one platform.
One portal for every department
End users reach the relevant departments for support through one portal, instead of the two used before.
Tickets, assets and helpdesk in one system
Ticket management, asset management and helpdesk functionality work together in one system.
Connected to Azure AD
The link to Azure AD makes the IT service team easier to manage.
A “one stop shop” of information, where content is easy to add and update as needed.
Palletline points to the ease of migrating from one system to another.
Alex Webb describes the cooperation with the Mint Service Desk team as fantastic, from the first discussions about the platform to the rollout and ongoing support.
What changed, in Palletline’s words
Effects as described by Alex Webb in the published interview.
One portal instead of two
End users reach the relevant departments for support through a single portal.
All tickets in one system
End users and support teams manage all their tickets in one system.
A reliable platform
Palletline describes the system as reliable and free of issues.
“Yes, 100%! Since implementing Mint Service Desk our end-users and support teams are enjoying using a Helpdesk platform again to manage all their tickets in one system.”
Full context for every customer ticket
CLICO linked tickets to products, licences and service contracts, so consultants see client data, contracts and ticket history in one system.
One on-premises service desk for many schools
Oakford Technology supports UK schools with very different IT setups. Mint Service Desk On-Premises brings all their requests into one place, with clear service levels.
See how Mint Service Desk could bring your helpdesks together.
Talk to a product specialist about your current tools and the deployment model you need.
