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Who is DZDESK for?

DZDESK is designed for organizations that need efficient, modern IT service management. Here are the primary use cases and personas.

Target Audiences​

IT Help Desk Teams​

Internal IT teams managing support for their organization.

Typical Challenges:

  • High volume of support requests
  • Difficulty tracking SLA compliance
  • Manual ticket routing and assignment
  • Limited visibility into team performance

How DZDESK Helps:

  • Centralized ticket management
  • Automatic SLA tracking and alerts
  • AI-powered ticket classification
  • Real-time dashboards and reporting

Managed Service Providers (MSPs)​

Companies providing IT services to multiple clients.

Typical Challenges:

  • Managing multiple client environments
  • Different SLA requirements per client
  • Client data isolation concerns
  • Scaling operations efficiently

How DZDESK Helps:

  • Multi-tenant architecture with complete data isolation
  • Client-specific SLA configurations
  • Centralized management console
  • White-label capabilities

Enterprise IT Departments​

Large organizations with complex IT needs.

Typical Challenges:

  • Multiple support tiers and teams
  • Compliance and audit requirements
  • Integration with existing tools
  • Advanced reporting needs

How DZDESK Helps:

  • Flexible group and role structures
  • Comprehensive audit logging
  • REST API for integrations
  • Advanced analytics and export

User Personas​

IT Administrator​

Role: System configuration and user management

Key Activities:

  • Configure tenant settings
  • Manage users and groups
  • Define SLA policies and tiers
  • Set up working hours and holidays
  • Monitor system health

DZDESK Features Used:

  • Admin Settings
  • User Management
  • SLA Configuration
  • Audit Logs

Support Agent​

Role: Handle and resolve support tickets

Key Activities:

  • Review incoming tickets
  • Investigate and troubleshoot issues
  • Update ticket status and notes
  • Communicate with requesters
  • Escalate complex issues

DZDESK Features Used:

  • Ticket Queue
  • Ticket Detail View
  • Activity Log
  • File Attachments

Team Lead / Manager​

Role: Oversee team performance and operations

Key Activities:

  • Monitor SLA compliance
  • Review team workload
  • Generate reports
  • Identify bottlenecks
  • Plan capacity

DZDESK Features Used:

  • Dashboard
  • Reports (Future)
  • Team Views
  • SLA Analytics

Developer / Integrator​

Role: Build integrations and automations

Key Activities:

  • Connect external systems
  • Build custom workflows
  • Automate ticket creation
  • Extract data for analysis

DZDESK Features Used:

  • REST API
  • Webhooks
  • API Documentation

Use Case Scenarios​

Scenario 1: Internal IT Help Desk​

A mid-size company (500 employees) with a 5-person IT team.

Setup:

  • Single tenant
  • 3 SLA tiers (Critical, Standard, Low)
  • 2 support groups (Hardware, Software)
  • Working hours: Mon-Fri, 9am-6pm

Workflow:

  1. Employee submits a ticket via web portal
  2. AI classifies the ticket category
  3. Ticket auto-assigned to appropriate group
  4. Agent picks up and resolves
  5. SLA tracked throughout

Scenario 2: MSP with Multiple Clients​

An MSP managing IT for 10 different companies.

Setup:

  • 10 tenants (one per client)
  • Custom SLA tiers per client
  • Shared agent pool across tenants
  • 24/7 support for premium clients

Workflow:

  1. Client submits ticket (email or portal)
  2. Ticket created in client's tenant
  3. MSP agents see unified queue
  4. Tenant-specific SLA applies
  5. Client receives updates

Scenario 3: Enterprise IT with Multiple Tiers​

A large enterprise with global IT operations.

Setup:

  • Single tenant with many groups
  • L1, L2, L3 support structure
  • Regional teams (US, EU, APAC)
  • Strict compliance requirements

Workflow:

  1. L1 handles initial triage
  2. Escalate to L2 if needed
  3. L3 for deep technical issues
  4. Full audit trail maintained
  5. Compliance reports generated

Not Suitable For​

DZDESK may not be the best fit for:

  • End-user self-service portals - Currently focused on IT teams, not end-user ticketing
  • Non-IT service management - Designed specifically for IT support scenarios
  • Very small teams (1-2 people) - May be overkill for simple needs

Getting Started​

Ready to start using DZDESK? Check out: