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Buyer's Guide
Help Desk Software
September 2022
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IT Service Delivery at a tech services company with 1,001-5,000 employees
Real User
Top 20
Customizable, easy to manage using a single dashboard, but the features in my version are quite basic
Pros and Cons
  • "Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
  • "Better connectivity and integration with more collaborative platforms would be helpful."

What is our primary use case?

This product is used for our entire IT ticketing system.

We are now going to be using a module for IT asset management and I have started working with incident management. In two weeks from now, when we transition to version 3.0, I will be implementing change and problem management functionality.

We have three departments that use the same ticketing tool.

How has it helped my organization?

One of the reasons that I chose this product is that it's a Pink Elephant-certified tool. It has pretty much every module for ITIL processes.

I find the graphical user interface to be pretty comfortable because it's been customized as per my needs. It displays the information that I require and how I would like to see it.

The product is user-friendly, simple to use, and very lightweight. Compared to other tools, it is very fast. With a single click, I can bring up a dashboard with everything displayed the way I want it. Overall, it's pretty easy to use.

Prior to using Infraon Desk, I was using email to support our customers. I would receive an email request and I would respond the same way. I also dealt with support contractors via email and all of these emails were recorded in both directions. For each issue, we had to keep track of who sent the emails, what the ticket was for, and what support was provided.

Once this tool was implemented, I moved everything to it. However, the transition was easy for my customers because they are still able to send emails to create tickets. I did not want them to have to move to another method of requesting support if they were already used to something. I still have the same support mailbox and the customers use it, as well as the dev team. What changed is that I convert the emails to tickets when they come in.

To this point, I have not come across any security issues. Maybe once I start using the IT asset management module, CMDB data management, and the self-service portal, I will see whether I come across any problems. So far, I have had no incidents and things have been secure.

What is most valuable?

Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy.

All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing.

The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use. 

What needs improvement?

The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before. I think that when I move to the improved platform in version 3, I might see more enhancements. My experience with version 1.0 is that it is not very extreme in terms of functionality.

Better connectivity and integration with more collaborative platforms would be helpful.

For how long have I used the solution?

We have been using Infraon Desk for approximately two and a half years.

What do I think about the stability of the solution?

For the upcoming migration to version 3.0, there is a two-week period allotted and there is a four-day interruption anticipated. However, this is not confirmed yet.

What do I think about the scalability of the solution?

We use Infraon across three departments, and it functions using a similar workflow for all three. That said, the requests may arrive in a different way. For example, a request going to one department may be different if it is an application request versus a customer service request. The latter might require more user-friendliness.

At this point, we only allow access to Infraon Desk from within the organization. As such, I have not explored options such as SLA tracking for third parties. It is my in-house technicians that use it, primarily. 90% of the users are IT and the other 10% is made up of various roles.

I don't expect that our usage will increase, at least in terms of needing to purchase additional licenses. Once the self-service portal is released and is used in production, I expect that between 14,000 and 20,000 people will explore it.

How are customer service and technical support?

The post-installation support is flexible and very good. They're ready to support me when it comes to upgrades, and when I want further customization done, they help me with it.

I have not been in contact with support for reasons other than implementation, customization, and upgrades.

Overall, they are pretty supportive. I get responses from them, irrespective of the time or day of the week. I am happy with the support that I get.

Which solution did I use previously and why did I switch?

In my 14 years of experience, I have used every ticketing system that is available on the market. I started with CA Unicenter and have since had experience with products such as Jira, Remedyforce, ServiceNow, Kaseya, and others. 

ServiceNow was my first choice and Infraon Desk is similar, although it is more customizable. Infraon Desk was the best choice for my budget, considering the features and customization that I wanted. It is also lightweight and with all things considered, it is the best choice for me.

In my previous company, I was using Infraon as a network monitoring tool, rather than as a ticketing tool. Prior to using Infraon Desk, the support tickets at this company were done manually via email. 

How was the initial setup?

We had a couple of discussions with the vendor team and I explained to them what was required in our workflow, as well as what our customers require. They gave me a heads-up as to what could be done, what couldn't be done, and exactly what aspects could be completed only to a certain extent. In general, I didn't find that there were any challenges and what was discussed initially was there in the final product.

The length of time for deployment, which included requirements gathering, was approximately a month and a half. Our strategy involved launching it and then slowly upgrading and customizing it to match our requirements.

My first goal was email-to-ticket conversion, where I had the support tickets on the platform, rather than sitting in my mailbox. After this, I worked on customizing the dashboard, and then the solution went live. There were initially one or two dashboards.

Once it was in production, I thought about the service catalog for the different teams within IT. I customized the workflow and the goal of it was to have a single, plain workflow for each incident. Defining the SLAs was the final step.

What about the implementation team?

I was the person responsible for the implementation. It was only myself on this site and there were perhaps two or three people from the vendor on the backend.

We did not use a third party to assist with deployment. However, I did originally make contact with Infraon through a consulting group named AspireNXT.

The people at AspireNXT are very good and I have been working with them since I started the company. When there is a gap in understanding with Infraon, for example, they fill it for me.

What was our ROI?

We have seen a return on investment although we have not compiled an official report to assess it.

What's my experience with pricing, setup cost, and licensing?

The price of this solution is reasonable and it was well within my budget. There was a front-end implementation charge in addition to our standard enterprise licensing fee.

What other advice do I have?

I am currently working on Version 1.0 but in two weeks, the company will be upgraded to version 3.0. It has much more advanced features available and the upgrade is already in progress.

One of the features that I am looking forward to in the latest version is the chatbot. Having a bot say "Hi", and then take the inputs and automatically raising a ticket is something that will be very helpful. 

My advice for anybody who is considering this product is to explore it. Many people have not tried it and instead, implemented something that they have used before, or have heard about, such as ServiceNow. I also did this but after exploring Infraon Desk, I was confident that it could do everything that I wanted. I definitely recommend it.

To summarize, I'm entirely happy with the product. That said, I can't rate it perfect because of the features that are currently unavailable in the version that I am using.

I would rate this solution a seven out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Help Desk Software
September 2022
Get our free report covering Microsoft, Broadcom, ServiceNow, and other competitors of Infraon Desk. Updated: September 2022.
633,572 professionals have used our research since 2012.