Case Study: Impelsys answers 94% of tickets within one hour with Deskpro
Key results
The challenge
Impelsys provides support services for publishing companies and needed a help desk that could run multiple client-branded support environments while meeting strict ticket-response SLAs. It evaluated OSTicket, Freshdesk and other tools but found their multi-brand support and flexibility limited.
The solution
Impelsys adopted Deskpro for its multi-brand help center support, configurable SLAs and ticketing, using the platform to run separate branded help centers for each of its clients.
“We tried OSTicket, Freshdesk and a few others, but none of them provided the flexibility and full multi-brand compatibility that Deskpro does.”
RVRoshan VinayanProject Manager, Impelsys
The results, in context
Using Deskpro, Impelsys responds to 94% of tickets within one hour and operates SLAs to close tickets between 24 and 48 hours of the inquiry. It has set up over 100 branded help centers for its clients on the platform.