In today’s show I discuss what ticketing systems are and some of their primary features.
- Overview
- Ticketing systems allow us to collect, assign and report on specific tasks
- I consider a basic ticketing system a necessity for any IT team
- Centralized Request Management
- What happens if someone is out sick or on vacation?
- How do you check the status of an open request that you aren’t working on?
- All requests should be centralized
- Support Contact Methods
- Call
- Website
- Chat
- Walk-ups
- Team Workflow
- Who reviews new requests (triage)
- Do you have specific people for specific applications, or support tiers based on complexity?
- Do you need to work with other departments or vendors at times?
- Automation
- Auto-Response for new requests to confirm receipt and set expectations
- Notifications
- Emails/Text messages sent to requester & agents as needed
- Escalation
- New request actions
- Request due date actions
- Reporting & Metrics
- Agent activity report
- Most troublesome systems
- Total support requests per week/month/year
- This can show the need for more staff
- Use Cases
- Internal IT team
- Customer Support Team
- Facilities Management Team
- Procurement/Purchasing Team
- Final Thoughts
- Any system you can put in that reduces the opportunity for mistakes is recommended
- As with any technology or software it will only work as well as your processes. It won’t replace the need for a well understood workflow.
- Can be on-premises or cloud based
- Free options are available including Spiceworks
- Next week – Asset Management
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