2/14/2012

Ticket Efficiency

All work requests must have a ticket.

So that's the mantra I've been telling the users.

And they tell me the tickets don't work, no one ever responds and they have tickets out there for years.

After some research, it appears they are correct.

There are hundreds of tickets more than 180 days old.

So I spoke with the Help Desk Manager and suggested some initiatives.

1.  Do not keep people on the ticket who do not need to be on the ticket.  For example, when you mail a letter or package, once you put it in the box, you are out of the loop.  Then when the mail person picks up the package and drops it at the post office, they are out of the loop.  And so on.  Same with the ticketing system.  This should get some of the weight off everyone and be able to focus on just their tickets.

2.  Document the tickets.  Anyone from anywhere at any time should be able to open any ticket and know everything there is to know about a ticket.  Who opened it.  Who touched it.  What work has been done on the ticket.  Why is it on hold.  Screen shots. Examples of the problem. Etc.

3.  Determine where the 'pain points' are and dedicate a few 'roaming' Help Desk people to monitor their queue.  In addition, provide feedback in a timely manor to the customers so everyone is in the loop.  Also look for patterns in the tickets to see if a simple code change upstream can close out multiple tickets.

4.  Set the culture so that people are inclined to 'close out' the tickets.  You can not have lackadaisical people who sit on tickets, don't forward to the correct department, etc.  When you get a ticket, work the ticket or re-assign it.  People do not even know that we are supposed to close out the tickets to make room for new ones.

I love tickets.  I like to receive tickets.  And work tickets.  And assign tickets.  And close tickets.  Then report on the tickets.

I'm in the ticket business per say.

And so it goes!

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