When opening a ticket efficiently improves the whole process
It is rather complicated to open tickets, particularly in terms of the perception of the end user submitting the request. The user’s first real need is to be able to transfer the problem to the assistance by assigning it to someone who will then have to manage it; in fact, the more efficient this stage the greater the user’s perception of service quality. Therefore, it is crucial that this initial phase takes place as efficiently as possible.
The sheer frustration of opening hours and time spent on the phone
The only tool for the purpose of opening the request historically was the telephone. The user had, and still has, available the phone number of the company help desk to which the user contacts at the very moment the problem becomes evident. However, this implies that there is a facility on the other end of the phone that is qualified to respond immediately to the user, understanding the problem and taking care of it. For some organizations, it is likely to find that phone hours availability of the IT help desk differs from the users’ schedules that it is supposed to assist the user with the inevitable and foreseeable problem of having to wait for the service to open.
So how can we better prepare information to forward the ticket to the right contact person?
At the ticket opening stage, the help desk needs to engage with its user to understand the nature of the request and the specific area. The purpose is to prepare the necessary information in order to eventually forward the ticket to the proper expert to handle and solve it.
Therefore, the IT service desk facility will need to:
- Recognize the user and interact with them
- acquire information on the problem
- acquire information about its membership area
A ticket opening’s most common problems: people, services, and external tools
Emerging problems place the IT manager in a position of having to make organizational choices that involve people, services, and tools, necessarily. The choice to add staff to the team, of course, poses the problem of creating a major increase in fixed costs and training time for new entrants.
Therefore, IT often uses external suppliers who are already engaged in the request opening stage by telling the user the phone number or email to call in case the need arises in the specific area.
However, this choice, which is certainly streamlined and quick, entails a number of additional problems:
- user side, it is assumed that a user should already know whom to call because of the raised problem, and this causes confusion
- IT side, there is the almost total loss of control of the flow of requests to the external supplier who will set response times and related costs
Now, when the service provider becomes my interface: what problems arise?
In some instances, IT assigns to a generic service provider, the task of acting as an interface for all users, thereby relieving the entire IT Team of the charge of receiving and opening the request. Hence, the IT Team becomes a sort of internal supplier for its assigned skills. There is certainly an organizational advantage, although it poses a problem that needs to be carefully evaluated: the service provider stresses the usage of its own information system. Thus, IT could run the risk of not having its own control tool and actual data ownership or, even worse, feeling strictly bound to the supplier ensuring business continuity.
In certain cases, the service desk provider who is also, in turn, a service provider, and this leads to the fact that the auditee itself is also the auditor.
In this setting, what additional values can Tesis provide?
Tesis allows the IT team to have its own information system and data library useful in all phases of ticket management. In the opening phase of service requests, Tesis allows the use of efficient and user-friendly tools to help the user forward them.
For example, it is possible to use e-mail to receive and open requests. The user complaining that experienced the problem can describe and send it to an inbox where a processor of sophisticated parsing rules reads and records the problem accurately and precisely.
However, in case this is not sufficient and the complexity of the services to be managed or the information to be collected makes the email inappropriate, your user can simply and quickly use the request opening interface within Tesis.
Building an comprehensible multi-language ticket and reducing call volumes
Thus, this tool allows the IT team to set up a decision tree that guides the user to come up with a coherent response to create a comprehensible and readable ticket.
- the volume of direct calls to IT is reduced
- there are no constraints related to availability hours
- facilitates the instant transfer of the management of the request
Furthermore, the management and customisation of the possible feedback that these automated systems provide allows the user to be informed about the answer that is most appropriate to the request.
Tesis is a multi-language system: this allows the multinational companies’ IT facilities to manage user requests from the various branches.
Learn how Tesis can solve the major problems that affect our service companies.