SysAdmin Show

SAS 021 – Ticketing Systems

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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
        • Email
        • 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
                            • ...more
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                            SysAdmin ShowBy Dustin Reybrouck: IT System Administrator
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