Service Desk: Licence Exclusive !!hot!!

You only pay the "premium" price for the power users, rather than licensing your whole company for features they will never touch. The "License Trap": Potential Pitfalls

A service desk that is shackled to a broader license often suffers from the "jack of all trades" syndrome. It is designed to fulfill a feature list in a Gartner Magic Quadrant report, not necessarily to streamline the actual workflow of a Level 1 support agent. The "free" license costs nothing upfront, but the downstream costs are immense: poor UX leads to higher training times; clunky interfaces lead to lower first-contact resolution rates; and rigid workflows force processes to bend around the software, rather than the software adapting to the process. service desk licence exclusive