Best Practices HelpDesk and Asana(multiple systems to track work)

We use Freshdesk as our help desk, which we use for internal and external customers to ask for help, report problems, request new projects, etc. I very much prefer having systems like Asana and Freshdesk so others can find the problems and solutions years down the road(as apposed to this information being in my personal email no one else can benefit from), although this is an example of a problem where some users feel overwhelmed as there are multiple systems where they may need to check to know what work they need to do. I believe this is pretty common in most companies so wondering how others combat this information overload problem that stresses and overwhelms employees?

PS Give them an email account, and instant messenger some people in the company use, and another instant messenger others in the company use and the result is many users get stressed out due to information overload - information can come at them from lots of different places…