Gartner

• Adobe CC

• Figma

• Invision

• MS Teams

Gartner’s HelpDesk is a platform used to service any and all technology issues that associates might face. Upon integrating with MS teams, allowing an easier/quicker way to connect users with agents, came the need for better management and tracking of incoming service requests.

• As a manager:

  • Existing integration dashboard is confusing

  • No good way to intervene when necessary

  • Can’t transition between platforms easily

  • Can’t track teams performance

• As an agent:

  • Too many chats at once

  • No way to view users in queue

  • No way to “pause account”