Automated, integrated, scalable: How CMC rebuilt their helpdesk
About CMCFC
Community Medical Center has been a trusted healthcare provider for over 100 years. With a legacy of care and compassion, CMC remains committed to delivering quality healthcare and support to the communities it serves in Falls City, Nebraska.
To learn more about CMCFC, visit https://www.cmcfc.org/.
Healthcare
Industry
32
Agents
IT, Maintenance, Pharmacy and more
Departments
The Challenge
CMC was operating with an outdated ticketing system—Spiceworks—which lacked integration with their Office 365 environment and required users to log in via a separate desktop link. The login process was cumbersome, and users often resorted to informal communication like Teams messages to seek IT support. The system also had limited automation and reporting, leading to inefficiencies and time-consuming manual processes.
Switched from: Spiceworks
Spiceworks lacked integrations and was a hassle to use. Desk365’s seamless Microsoft Teams integration and modern product simplified their IT processes.
CMC needed a modern, Microsoft-friendly helpdesk solution that would simplify ticketing for internal teams, offer automation capabilities, and seamlessly integrate with Teams, their primary communication tool. They also sought a way to scale their helpdesk capabilities across departments and external-facing domains.
"We were coming from an antiquated system that didn’t support modern needs. Desk365 was a major upgrade.”
Ryan Geiler, Advanced Clinical Applications and Analytics Coordinator
The Solution
CMCFC chose Desk365 as their official ticketing solution for its native Microsoft Teams integration, modern design, and responsive development team. With Desk365, CMC was able to consolidate both internal IT requests and public-facing inquiries into a single platform. Tickets submitted via website forms could now be routed through Desk365’s API to specific departments, each with dedicated agents and permissions. This allowed the organization to support both internal operations and public-facing services without compromise.
"Desk365 integrates very seamlessly with Microsoft Teams—it was a clear choice for us as an Office 365 shop. With Desk365’s API, we were able to route public-facing website requests to specific departments—seamlessly.”
Desk365’s ease of use meant that even non-technical teams like the pharmacy department could deploy it to collect reports from night nurses on equipment issues. With features like customizable ticket types and automation rules, CMC could filter and respond to high-volume events—such as mass reports during an internet outage—more efficiently. Automated responses were set up to acknowledge common issues, reducing noise and freeing up the IT team to focus on resolution.
"If there’s an internet outage, we get flooded with tickets. With Desk365, we can automate replies and focus on solving the issue.”
Today, over 30 agents across CMC use Desk365 during project rollouts, daily operations, and external communications. Departments are empowered to manage their own ticketing systems without needing technical expertise, thanks to the platform’s user-friendly design and powerful admin controls.
The Desk365 difference
1. Microsoft Teams Integration
Desk365’s tight integration with Microsoft Teams was a game-changer for CMC, enabling support to meet users where they were already communicating. Automations and APIs made the system flexible enough to handle diverse use cases—from IT incident management to customer inquiry routing via the website.
2. Product innovation
What stood out most to CMC was Desk365’s responsiveness and ongoing product innovation. New features, improvements, and enhancements were regularly released, making the team feel supported by a platform that grows with them. The ability to automate routine replies and deploy department-specific ticket systems quickly transformed how CMC manages support.
With Desk365, CMC moved from a clunky, disjointed system to a scalable, streamlined helpdesk that empowers agents, simplifies user experiences, and saves the team valuable time with automation and integration at its core.
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.
AI Agent
Knowledge Base
Automations
SLAs
Customization
Ticket Assignment
Reports & Analytics
Approval Management
Explore All Features
Banking and Finance 
Healthcare 
MSP 
Government 
Non Profit 
IT Services
Customer Support
Human Resources
Facilities
