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Open a ticket: Three words your customers don't want to hear!

My experience being on the receiving end of IT tickets has led me to an undisputable conclusion: customers don?t want to be told to open tickets. Don?t believe me? Ask for yourself. The next time you run into one of your customers, ask if they would prefer to open a ticket when they need service, or if they would rather leave you a voicemail instead. Be careful though, you may just open Pandora?s Box.

I spent some time thinking about this, and admittedly could not find a feasible reason that tickets were so dreaded until one day the tables turned. I was recently assigned the responsibility of reaching out to the companies IT teams to gain assistance with a new server build. Sounds simple, right? Not even close.

I spent several hours fumbling through what seemed to be an endless array of options. I surfed through so many that I eventually made a full circle back to where I started. Under the pressure of a deadline, I started to crack. I called the help desk, who logged a generic ticket that we both hoped would land within the proximity of someone with a glimpse of knowledge about the process.

Two days passed before I received a response, which directed me to another ticket system. The next system required special access and approval before I could even begin to start my search over again. I filled out the forms, sent them off to the abyss, and continued my wait.

Three days lost now, I finally reached a hardware tech with a big heart, and no clue what he was about to be dipped into. Thankfully, this gentleman fought along my side to find people who could help, and even helped me bypass more red tape that any other poor soul would have faced. We eventually found our way, and the project was successful.

It?s fair to say that my experience was not pleasant, and also fair to admit that my situation is probably not the norm. Nonetheless, it seems that one our most vital IT resources for gathering information and servicing our customers may also be a major contributor to the notion that IT is out of touch with the business. I want to argue the opposite point, and provide some convincing statement that it is somehow the customer that is to blame; however, my experience was much like being dropped in the desert without a compass or water.

It seems like the real culprit is process management, with a hint of bad system design. Is there something better? How do we bridge the gap without spending millions to replace what we have already invested in?

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I don't care how they reach me as long as it's not in the hall.

by CharlieSpencer In reply to Open a ticket: Three word ...

Voice mail, e-mail, ticket, Post-It (R) on my door, anything except stopping me in the hallway when I'm on my way to someone else's call.

I'd prefer to enter my own tickets since user-entered tickets frequently don't make much sense. On the other hand, if a user is on the road entering a ticket may be their only option.

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Streamlining processes?

by TonytheTiger In reply to Open a ticket: Three word ...

Used to be, when we got a new employee, his supervisor told us what systems he needed and we created the accounts. Everything was done 4 hours max. Now that they have personnel issuing tickets, which generate work orders, which have to be emailed to the supervisor (and sometimes HIS supervisor) and wait for returns, it takes AT LEAST 48 hours.

Progress... gotta love it :)

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Sounds like you need to streamline that process

by jmgarvin In reply to Streamlining processes?

I've seen this tons of times. Just because you have the technology to do it, doesn't mean you should.

I've seen far too many places abuse our software just because they can. Sure, you can email the entire world automatically, but why? Sure I can have 234908578934758975 members in a CAB, but why? Sure, I can make service requests go through 239857 supervisors, but why?

And so on and so on...We spend a little time trying to process streamline, but that's an industry unto itself.

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Why do they go to the supervisor?

by CharlieSpencer In reply to Streamlining processes?

Did requests for work go to the supervisor under the manual system? If not, why now? Somebody needs to look at the work flow.

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