# How Connexity made IT compliance effortless with ServiceDesk Plus

![Connexity](https://www.manageengine.com/sites/meweb/service-desk/customers/images/connexity.png)

## Organization

[Connexity](https://www.connexity.com/)

## Industry

[Retail](https://www.manageengine.com/products/service-desk/industry/retail-it-help-desk.html?exp-cust-story), E-commerce

## Location

United States

## Number of employees

300—500

## Solutions used

- [ServiceDesk Plus](https://www.manageengine.com/products/service-desk/?exp-cust-story)

Connexity is a US-based technology and data company focused on performance-based e-commerce and retail media. Connexity operates a shopping intelligence platform that connects retailers and brands with high-intent shoppers. It specializes in driving qualified traffic to e-commerce sites through a cost-per-click model.

## The challenge

Managing IT support across multiple regions requires more than just a ticketing tool. Connexity needed a platform flexible enough to handle complex workflows, structured approvals, and elaborate request logic, without sacrificing usability.

Ken Fabrick, IT director at Connexity, shared the challenge he and his team faced:

> "As an IT director at Connexity, I rely on ServiceDesk Plus to effectively manage our support team across multiple regions. The standout feature for us is the product's flexibility. ServiceDesk Plus really shines when it comes to designing complex ticket templates with advanced functionality like layered approval workflows, complex menu options, and embedded conditional logic."

## How ServiceDesk Plus helped Connexity

Implementing ServiceDesk Plus checked Connexity's boxes. The platform's flexibility enabled Fabrick's team to build layered approval workflows, configure complex menu options, and embed conditional logic into ticket templates packaged into the self-service portal that remained intuitive for everyday users.

Fabrick said:

> "ServiceDesk Plus has enabled us to design workflows that match our internal policies and enable our team's activity to be evaluated in annual audits. This has led to a smoother audit experience and tight compliance with our compliance goals."

## Unified IT service delivery

Beyond IT support, Connexity also leveraged ServiceDesk Plus to unify its service delivery across different departments like IT and Accounting.

Fabrick said:

> "I would note that we also leverage this product to generate, approve, and track purchase orders. ServiceDesk Plus has streamlined this process for us and led to better integration between our IT and Accounting departments."

## The support

In terms of the support the team at Connexity experienced, Fabrick said:

> "When Connexity's IT team hit a roadblock, the ManageEngine support team was always ready to step in and resolve their queries."

To sum up his experience of using ServiceDesk Plus, Fabrick said:

> "In short, I'm a fan. I love the intuitive design features, the flexibility, and the fact that so far I've been able to get ServiceDesk Plus to do whatever I've needed it to do—and do it well."

![Quote icon](https://www.manageengine.com/products/service-desk/images//blue-qt.png)

> "ServiceDesk Plus has enabled us to design workflows that match our internal policies and enable our team's activity to be evaluated in annual audits. This has led to a smoother audit experience and tight compliance with our compliance goals."  
> — Ken Fabrick, IT director, Connexity