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Headerbanner - IT Helpdesk and Servicedesk

From the IT Help Desk
to a holistic service desk

The service or help desk is the backbone of any customer-facing organization. It is provided by companies to help customers with problems or questions. A good service desk contributes to customer loyalty and customer satisfaction. This is true for customer service in the true sense of the word, as well as for citizen services in public administration. Service desk teams usually organize themselves using service desk or help desk software such as KIX.

A well-structured service desk
is essential

Managing and staying on top of the many possible support channels is an imperative for businesses and their service teams. Customer service can be provided via phone, email, live chat, AI-assisted support, chat bots, and social media. The use of a ticketing system is therefore particularly appropriate. All communication should be centralized, structured and traceable in this system - otherwise there is a risk of chaos. 

Illustration - Mitarbeiter am Service Desk

What exactly do service desk teams do?

Often the unsung heroes of any service organization, good support agents are trained to answer customers' questions, solve problems, and help them use the company's products or services. They can provide information, offer technical assistance, or help process orders and complaints. Whether IT, non-IT, B2C or B2B support, your service needs to be perfectly organized - and this is where KIX comes in.

Illustration - IT helpdesk or service desk

IT Help Desk or Service Desk?
Why not both!

The classic IT help desk focuses on providing support for IT and technical issues. IT help desks are typically divided into first, second and third level support. Today, however, this function has evolved into a holistic service desk that is used in almost all business areas and sectors, far beyond IT. All service teams in the organization can use the service desk and benefit from its comprehensive services. This means that a company can have several service desks. KIX covers all requirements of an IT helpdesk and is also suitable for a company-wide service desk due to its flexibility.

IT helpdesk - satisfied customer

Putting the customer and their service experience first

It can't be said often enough: the service desk is not just about providing much-needed help and troubleshooting. From a business perspective, it has an indispensable role to play: the service desk is the central building block of your company when it comes to taking the customer experience to a personal and sustainable level. Because one thing is clear: a positive customer experience contributes to customer loyalty. Customers also provide valuable feedback that should be used to improve products and services. 

Important features and benefits of the KIX Service Desk

Automatic mail-to-ticket, ticket assignment

User-friendly open source ticket system supports fast and accurate processing of service requests

Flexible thanks to KanBan or ticket view

User-friendly customer portal / self-service portal with FAQs

Integration with CMDB, asset database

Use of SLAs

Support for service staff through FAQs and knowledge base

Maximum security with single sign-on, multi-factor authentication and S/MIME

Easy to administer

Out-of-the-box yet customizable & scalable

Can be used as cloud and on-prem, flexible switching

Are you looking for the right service desk software?

KIX Support Agent: Richard Leis

If you are looking for a powerful solution for your ITSM, Enterprise Service Management or Customer Service Desk, KIX is the right place for you. We will be happy to support you with your tool evaluation. Give us a call or send us a short message using the contact form. We look forward to hearing from you!

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