How QSURE Built a Unified Internal Service Desk with Desk365

About QSURE

QSURE is a licensed Financial Services Provider specializing in premium collection and payment services for South Africa’s short-term insurance industry. With more than 30 years of experience, the company serves more than 150 insurance intermediaries through its proprietary platform, known as Xcelerate.

Financial Services

Industry

26

Agents

Internal support

Use case

Read more here: https://www.QSURE.co.za/

The Challenge

As a highly regulated Financial Services Provider (FSP), QSURE needed more than a ticketing system. Every employee relies daily on IT, application support, compliance, and incident management to keep business operations running smoothly, and each area had its own workflows, priorities, and reporting requirements.

For these reasons they wanted a simple platform that their team could configure themselves while still supporting more advanced internal processes.

They also wanted a cloud-based solution that allowed internal employees and third-party development partners to collaborate in the same workspace, regardless of location.

The team moved away from their previous helpdesk system after struggling with its complexity and reporting capabilities. While it offered enterprise functionality, QSURE felt it introduced unnecessary complexity for a company of their size. The system was difficult to administer, difficult to customize, and made day-to-day management harder than it needed to be.

"We wanted something extremely flexible and highly configurable. Something more usable that does not require support staff to spend half their time managing the system but could focus on the task at hand. Desk365 offered exactly that."

Ian du Toit, Chief Operating Officer, QSURE

The Solution

Today, every employee at QSURE uses Desk365 to manage internal requests, while agents across infrastructure, application support, compliance, and operations collaborate inside a single platform.

The helpdesk has been configured with separate service domains like infrastructure or applications support that automatically guide employees to the correct request categories. Based on the category selected, tickets are automatically routed to the appropriate support teams.

The platform also extends beyond traditional IT support.

QSURE built dedicated workspaces for incident management, allowing incidents to be tracked from initial reporting through root cause analysis and resolution. They also created a separate compliance workflow that helps employees report regulatory issues while supporting the company’s governance requirements.

Because Desk365 is cloud-based, external development partners can securely participate in support workflows alongside internal employees, creating one shared operational platform for the entire business.

The Desk365 difference

1. Flexible enough to power business operations beyond IT

For QSURE, Desk365 evolved into much more than a helpdesk. What started as an IT ticketing platform now supports infrastructure requests, application support, incident management, and compliance processes from a single system. Separate domains, automated routing, and customized workflows allow every request to reach the right team while giving the business a consistent way to manage operational work.

The platform also makes it easy to collaborate with third-party development partners, who securely work alongside internal teams through the same cloud-based environment.

"It's a nice combination of managing support issues and much more within one system."

2. Built for simplicity, designed for adoption

After moving away from a much more complex platform, the difference was immediately noticeable. The team configured and rolled out Desk365 in a record short time, employees adopted it quickly, and administrators found it significantly easier to configure and manage. Managers now have better visibility into approvals, reporting, and ticket activity, while cloud access allows them to stay connected to support operations from anywhere.

The platform’s intuitive design also made adoption remarkably easy. One team member returned after an extended leave, having missed the entire implementation, and was able to learn the platform and become productive within just a couple of days

"It's just been much easier and much simpler to do things. It's no more click here, click there, close this, do that. It's quite simple."

Raeez Julius, Wintel Support Engineer, QSURE

3. Microsoft Teams and AI keeps everyone ahead

One of the biggest improvements for the team has been the tight integration with Microsoft Teams. Employees can create and manage tickets without leaving Teams, while managers stay on top of approvals and ongoing requests without relying on long email chains.

Leadership uses AI-powered ticket summaries to understand long conversations at a glance, helping C-suite execs stay informed without having to read every update.

"I use the ticket summary function fairly often because I don't have time to read through the entire ticket history. It gives me a very quick overview of what's happening in the ticket."

Ian du Toit, Chief Operating Officer, QSURE

Looking ahead, QSURE plans to expand its use of Desk365 further by adopting Asset Management and Vendor Management, bringing even more operational ITSM and ITAM processes into the platform.