A US specialty retailer, which sells over 100 varieties of premium loose leaf teas and other tea-related merchandise, was struggling to cope with its complex help desk software. Both technicians and store personnel faced difficulties in understanding and navigating through the tool抯 complex interface. Lack of proper communication tools and notification mechanisms limited the interaction between the end users and the IT team. The company started evaluating various help desk solutions and ServiceDesk Plus beats perceived leaders in the rigorous evaluation!
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