Background

As the Technical Project Manager, I recently encountered a critical challenge in our project. Our web application urgently required a robust helpdesk support feature, along with comprehensive user guides, which required rapid implementation. However, the traditional approach of building an in-house helpdesk center and content management system would take a substantial 2–3 months. Unfortunately, our client couldn’t afford such a lengthy development cycle due to time and budget constraints. Balancing the need for rapid deployment with budget constraints became our primary objective.

Objective

The primary objective was to find a solution that could be deployed within a week, was cost-effective, and could easily integrate with the existing web application, providing both helpdesk support and user guide functionalities.

  1. Time Constraints: The project demanded immediate action. Waiting for an extensive development phase was not an option.
  2. Budget Constraints: Developing a custom solution from scratch would incur significant costs, potentially exceeding the client’s budget.

The Solution: Leveraging Third-Party Help Desk Software

To address these challenges, we explored third-party help desk software providers. Our criteria included ease of use, features, scalability, and cost-effectiveness. Here are the top contenders:

  1. Zoho Desk: A comprehensive solution with a user-friendly interface.
  2. Freshdesk: Known for its seamless integrations and scalability.
  3. Jira Service Management: Ideal for enterprise service management.
  4. Zendesk for Service: A leader in customer service solutions.

After thorough research and comparison of various third-party helpdesk software solutions, Zendesk emerged as the preferred choice. The evaluation considered the balance of features, cost for a single agent, user-friendliness, and customization capabilities of Zendesk against its competitors, including Freshdesk and Zoho Desk.

Zendesk offered comprehensive tools for building a customer service portal, knowledge base, and online communities. Its starting price of $55 per month for one agent provided a customizable and scalable solution. Zendesk’s user-friendly configuration and customizable web portal themes allowed for easy integration and personalization​​.

Freshdesk was recognized for its affordability and scalability, with support plan prices starting at $15 per user, per month. It offered a wide range of communication channels but lacked some advanced features available in higher-tier plans of Zendesk​​.

Zoho Desk was noted for its value, providing a range of features from $14 per user, per month. However, it lacked the comprehensive customization and support options provided by Zendesk​

Implementation of Zendesk

Implementing Zendesk involved several steps to ensure seamless integration and alignment with the client’s needs:

  1. Evaluation and Setup: Zendesk’s offerings were meticulously analyzed to ensure they met project requirements. The setup process involved customizing the helpdesk interface and workflows to fit the client’s operations.
  2. Integration: Zendesk was integrated into the existing web application, ensuring a unified user experience and brand consistency.
  3. Customization of Web Portal: Utilizing Zendesk’s free, customizable themes, the web portal was tailored to reflect the client’s branding, including adjustments to colors, logos, and layout preferences.
  4. Training and Configuration: The client’s admin staff received training on managing and publishing guides through Zendesk, and assistance was provided in configuring domain settings to point the Zendesk helpdesk URL to the client’s chosen URL.

Add a Custom Domain:

  • In Zendesk, navigate to “Settings” > “Account” > “Domains.”
  • Add your custom domain (e.g., help.mycompany.com).

Configure DNS Records:

  • Access your domain registrar (e.g., GoDaddy, Namecheap).
  • Add a TXT record for your custom domain:
Name: help
Type: TXT
Value: v=spf1 include:mail.zendesk.com ~all

Verify Domain Ownership:

  • In Zendesk, verify domain ownership by adding a DNS record provided by Zendesk.

Update Zendesk Settings:

  • In Zendesk, go to “Settings” > “Account” > “Domains.”
  • Set your custom domain as the primary domain.

Test the Configuration:

  • Access help.mycompany.com to ensure it points to your Zendesk helpdesk.

Benefits and Win-Win Situation

Choosing Zendesk facilitated the rapid deployment of the helpdesk and content management solution, aligning with the client’s budget and tight timeline. This approach saved significant development time and costs, allowing for future scalability and flexibility with minimal additional investment. The project demonstrated the effectiveness of leveraging third-party software solutions in meeting project requirements efficiently.

  1. Cost Savings:
  • By choosing Zendesk, we avoided the lengthy development cycle and associated costs.
  • Zendesk’s competitive pricing aligned with the client’s budget.

2. Time Efficiency:

  • Rapid deployment allowed us to meet the client’s urgent needs.
  • No need for extensive development efforts.

3. Client Satisfaction:

  • Zendesk’s robust features improved user experience.
  • Efficient support led to higher client satisfaction.

4. Team Productivity:

  • Our team focused on core project tasks instead of building a helpdesk from scratch.

Conclusion

This case study illustrates the benefits of strategic decision-making in project management, emphasizing the importance of flexibility, planning, and the judicious use of third-party solutions. By choosing Zendesk, Simform Solutions was able to deliver a comprehensive helpdesk support system that met the client’s needs quickly and cost-effectively, showcasing a win-win situation for both the project team and the client.