Service Desk versus IT Helpdesk? KIX offers both in one solution!

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IT Helpdesk and Servicedesk

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.

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 and ticket assignment
Fast and accurate processing of service requests
Flexible working methods with Kanban and/or ticket views
User-friendly customer and self-service portals with FAQs
Connection to CMDB and asset databases
Digitized management of service level agreements (SLAs)

Support for service staff with FAQs and a knowledge base
High security with single sign-on, multi-factor authentication, and S/MIME
Easy administration
Out-of-the-box with customizable and scalable options
Cloud and on-premises use with flexible changes

Falk Scholtz - Leiter Service Desk bei AUCOTEC

How AUCOTEC is rethinking customer support with KIX:
The single entry point as a success factor

A single point of access for all customer support? For AUCOTEC's management, this made perfect sense, but their colleagues were shocked. Reactions ranged from skepticism ("You can't do that!") to concerns about service quality. However, the real test came with the customers, and their verdict was surprisingly clear: overwhelmingly positive.

Falk Scholtz, Team Leader of the Platform Helpdesk at AUCOTEC AG, explains why the single entry point with KIX is now considered a success story.

AUCOTEC success story

IT help/service desk with KIX - Frequently asked questions

How is KIX different from other service desk solutions?

Unlike proprietary solutions, KIX is open source, modular, and easily scalable. This software was designed to adapt to your evolving needs. Its modular structure allows you to start small and significantly expand functionality as needed. KIX adapts to your team size, whether you have a small support team or manage a company-wide IT service.

KIX is the perfect choice for organizations that want to measure their service quality according to national or international standards. It is certified in 16 ITIL practices. This provides you with a professional tool that can handle complex processes such as change, problem, or asset management right out of the box. Critical infrastructure companies (energy, health, water, etc.) rely on KIX to meet legal requirements for operational safety and documentation.

In conclusion: KIX is the ideal choice for companies seeking highly functional ITSM software without compromising security or control over their data. Read user reports from Hamburger Sparkasse and MaLu IT.

Is the KIX Help/Service Desk suitable for purposes other than IT support?

Yes. KIX is much more than just an IT support tool. Thanks to its flexible structure, it's the perfect solution for enterprise service management (ESM) across industries and departments.

With KIX, you can digitize, structure, and automate service processes in almost every area of your company, including facility/caretaker services, HR requests, customer service, maintenance, and after-sales services.

Can a powerful ITSM tool like KIX be used for a lean help/service desk?

Yes, absolutely! KIX is the perfect lean, cost-effective service desk solution. You don't have to use the full ITSM spectrum right away; you can start with the exact functions your support team needs.

In our experience, our customers expand KIX to include other proven areas, such as asset management, SSP, and the service catalog. Some of our users only use KIX for their service desk. Read the stories from AUCOTEC and BANG Kran to find out more.

Are you looking for the right service desk software?

Then KIX is the perfect solution. Whether you need ITSM, ESM, or a customer service desk, we'll show you how easy it is. Schedule a personal call to learn more about our open-source service software.

From the IT Help Desk
to a holistic service desk