From Emails to Efficiency: How Intec Energy transformed IT support with Desk365

About Intec

Intec Energy Solutions delivers best-in-class services in Engineering, Procurement, Construction (EPC), Battery Energy Storage Systems (BESS), Development, Consultancy, and Operation & Maintenance, along with New Energy Solutions. 

To learn more about Intec, visit https://in-tecenergy.com/. 

Energy Solutions

Industry

4

Agents

Internal IT Support

Departments

The Challenge 

Before Desk365, Intec Energy’s IT requests were handled through emails within the Microsoft ecosystem. This process lacked structure, making it difficult to track requests, prioritize work, and maintain a centralized record. 3-4 agents support a workforce of 150 employees across 20+ countries. As their team expanded across geographies, the need for a collaborative, centralized ticketing platform became essential. 

The Solution  

Intec Energy implemented Desk365 for their internal IT department, citing cost efficiency, ease of use, and seamless Microsoft Teams integration as key reasons for choosing the platform. 

The IT team now uses Desk365 to: 

  • Collect, log, and manage all incoming requests from 150+ employees. 
  • Prioritize and distribute tasks efficiently among team members. 
  • Leverage the Knowledge Base to store guides and solutions for quick reference. 
  • Communicate and respond to tickets directly within Microsoft Teams. 

With Desk365, they were able to: 

  1. Centralize IT Support: All requests are now managed in one system, eliminating scattered communications via email, phone, or chat apps.
  2. Improve Productivity: The Microsoft Teams chatbot makes ticket creation and tracking feel as easy as chatting with another team member.
  3. Scale for Distributed Teams: With IT staff in multiple locations, including international offices across time-zones, Desk365 ensures all support requests are logged, tracked, and resolved in one place.

"The integration with Microsoft Teams is the best feature. It’s so easy to create and track tickets—it feels like chatting with another team member.”

Çağlayan Özkil, IT Manager, Intec Energy

The Desk365 difference

Intec replaced manual email support with Desk365 and saw results almost immediately. While the helpdesk software market is crowded, Desk365 won because of:  

  • Cost-effective licensing 
  • Deep Microsoft 365 integration (Teams, Azure AD sync) 
  • Simple, intuitive UI for both agents and end users 
  • Built-in Knowledge Base to empower self-service 
  • Cloud-based and accessible from anywhere without extra installations 

"Ease of use stands out. The dashboard and layouts are simple, accessible, and everything is in one place.”

Volkan Oğur, Senior ERP Specialist, Intec Energy

Looking for a ticketing tool that keeps departments aligned, agents supported, and service delivery on track?

Desk365 is proud to be Concurrent’s internal ticketing and support operations tool.

Start your free trial today

Looking for a ticketing software?

Desk365 is:  

Easy to set up and use

Highest ROI and product value 

Trusted by 7000+ customers across 60+ countries 

SIGN UP FOR A FREE TRIAL