Why JDA TSG Chose Desk365 Over ServiceNow for Enterprise Employee Support

About JDA TSG

Founded in 2011, JDA TSG is a managed services provider that helps enterprise organizations improve operational efficiency, scalability, and agility. By combining specialized teams with proven delivery processes, JDA enables customers to focus on strategic growth while managing critical business operations at scale.

MSP

Industry

84

Agents

Recruitment and Management

Departments

The Challenge

Before Desk365, employee support was spread across Microsoft Forms, monday.com, shared mailboxes, and manual processes. Requests were difficult to track, ownership was unclear, and teams had no structured way to collaborate.

On a yearly basis, the organization helps hire and manage a few thousand resources. As they scaled, the processes around that became impossible to manage. Tickets ranged from IT issues and payroll questions to recruitment and employee relations, all requiring different teams to work together while protecting sensitive information.

"The team needed a solution that could bring every department into one workflow without adding unnecessary complexity.”

Josef Katz, Director of Technology, JDA TSG

The company knew it needed a dedicated helpdesk platform that could bring order to a fast-moving environment.

Switched from: Monday.com

Before Desk365, the team relied on monday.com alongside Microsoft Forms and shared mailboxes to manage employee requests. While it worked as a basic request tracker, it lacked the structure of a dedicated help desk. Tickets were difficult to manage, ownership wasn't always clear, and requests could easily get lost between teams. As the organization grew and onboarded thousands of seasonal employees each year, the process became increasingly difficult to scale.

Chosen over: ServiceNow and SysAid

JDA evaluated several leading help desk platforms, including ServiceNow and SysAid, before selecting Desk365. ServiceNow offered extensive functionality but came with enterprise pricing and more complexity than the team needed. Joe mentioned how most organizations only use a small fraction of the features available in large ITSM platforms, while end users often struggle with complicated ticket forms. SysAid was a strong contender, particularly because of its mature AI capabilities, but Desk365's Microsoft Teams integration, ease of use, collaborative product team, and value for money ultimately made it the better fit.

"Most platforms have hundreds of features. People only end up using a fraction of them. Desk365 focuses on what teams actually use."

Josef Katz, Director of Technology, JDA TSG

The Solution

Today, 84+ agents use Desk365 across HR, recruitment, finance, IT, operations, and other business teams. Employee requests arrive through Microsoft Teams, email, Microsoft Forms, and the self-service portal. Automations route tickets to the correct department based on keywords, while sensitive HR requests are automatically assigned to restricted groups.

When requests need multiple teams, agents simply transfer tickets between departments without losing context. The team also uses Microsoft Power Automate to connect with internal systems and automatically assign tickets to the correct manager based on organizational data.

Canned responses help agents resolve common requests faster, while automations eliminate repetitive routing work. Microsoft Teams has become the preferred support channel for many employees, allowing them to raise and track requests without leaving the application they already use every day.

To measure service quality, the team relies heavily on Desk365 Surveys. Customer feedback helps them understand how well requests are handled beyond traditional SLA metrics.

The Desk365 difference

1. Product innovation that never stands still

For Joe, one of Desk365’s biggest strengths is how rapidly the platform evolves. Rather than shipping features for the sake of it, Desk365 consistently delivers capabilities that customers can immediately put to use. Survey management has become one of the team’s favorite additions, helping them measure employee satisfaction and continuously improve their internal support experience.

"You keep on putting out new features, and they're actual features people use."

Josef Katz, Director of Technology, JDA TSG

2. A support team that listens

The relationship extends well beyond software. Throughout their journey, the team has worked closely with Desk365, sharing ideas, validating workflows, and seeing customer feedback make its way into the product. That level of collaboration has given them confidence that the platform will continue to evolve alongside their business.

"Something we recommended gets put into production. You've done that several times for us. The team at Desk365 is collaborative to work with."

Josef Katz, Director of Technology, JDA TSG

3. Simple to learn, powerful to scale

Supporting thousands of new hires every year requires software that agents can pick up quickly without sacrificing capability. Today, 86 agents across HR, recruitment, finance, IT, and other business teams use Desk365 to collaborate through automations, canned responses, Microsoft Teams, and shared workflows. The platform delivers the functionality they need without the complexity of traditional enterprise ITSM tools.