How Azured Consulting simplified customer support operations with Desk365

About Azured

Azured Consulting is a Australia based expert Microsoft Azure consultants and specialists. Their vision is to combine expertise, passion & technology to solve business challenges while delivering a premium end-to-end experience.

IT Services

Industry

19

Agents

Customer support

Use case

The Challenge

Azured Consulting provides managed Microsoft cloud services and supports customers across a range of technical environments.

As a service provider, customer support sits at the center of the business. The team needed a reliable ticketing platform to manage technical requests, maintain visibility across support operations, and ensure customers received timely assistance.

Before Desk365, Azured Consulting evaluated and used several other ticketing systems. While many of these platforms offered extensive functionality, they often came with additional products, modules, and ecosystem requirements that the team simply did not need.

The challenge was finding a platform that focused on what mattered most: managing tickets efficiently.

"All we needed was a nice, simple ticketing system."

Ray Brindley, CTO, Azured

The team also required flexibility around contract management. Many solutions expected customers to structure contracts according to predefined formats, creating unnecessary complexity for the way Azured operated.

The Solution

Azured implemented Desk365 as its central customer support platform about three years ago.

Today, the platform supports all customer-facing support operations, helping the team manage technical requests and customer issues through a centralized ticketing system.

The organization currently has 19 support agents using Desk365, all focused on customer service and technical support.

Beyond ticket management, Azured makes extensive use of the Desk365 API to build custom reporting and operational dashboards. This allows the leadership team to track key service metrics and better understand support performance.

Using API-driven reporting, the team monitors:

Response times

Resolution times

Contract utilization

Engineer capacity

Service desk performance

These insights help support leadership make informed decisions around planning, resourcing, and service delivery.

The Desk365 difference

1. Simplicity over complexity

One of the biggest reasons Azured Consulting selected Desk365 was its simplicity.

Many ticketing platforms offered large ecosystems of products and features that added complexity without delivering meaningful value to the team.

Desk365 provided exactly what Azured Consulting was looking for: a straightforward ticketing solution that was easy to use and easy to maintain.

"Simple, cost-effective, and does the job well without any extra bloat."

Ray Brindley

2. Flexible contract management

Contract management played an important role in the selection process. While Desk365 only offers Contracts on a limited basis, Azured was one of the early and active adopters of the module.

Unlike other platforms that imposed rigid contract structures, Desk365 gave Azured Consulting the flexibility to manage contracts in a way that aligned with their existing business processes.

This flexibility helped the team avoid unnecessary workarounds while maintaining visibility into contract utilization and service delivery.

3. Built for long-term use

Azured Consulting has been using Desk365 for approximately three years.

During that time, the team has seen a steady stream of product improvements, new capabilities, and enhancements while continuing to benefit from the same simplicity that initially attracted them to the platform.