Ticket IT: Enterprise Service Management

An IT problem reported by email is a problem nobody owns. The system exists to make sure somebody does.

The situation

Tickets arrived by email and phone with no consistent format. Support staff followed up to ask for screenshots. The issue log lived in an Excel sheet, so tracking was difficult, nothing had a priority and nobody could be held to a deadline. Escalations were high, because the only way to get attention was to complain.

What we built

Ticket IT is a mobile and web-based enterprise service management solution. It keeps a single repository with a log of all issues, gives each ticket a status, an owner and a priority, and supports filters for assignees. Dashboards and reports are defined by role, so a service manager sees what a service manager needs.

The decision that mattered most was to make logging a ticket easy for the user. A structured form that takes thirty seconds yields better data than a free-text email that takes five minutes to interpret.

What changed

Data became structured. Tickets acquired owners, and escalations fell because people could see progress. Grievances were handled in the open, and answers to common problems became quicker.