Ticketing for the Small Things
Ticketing systems are incredibly important to ensuring users are supported. Not only do they allow us to track any given issue, they give us the ability to look for trends and changes in what’s happening by digging into data. Ideally, every single contact gets a ticket. This includes the simple requests, like reset my password, and the complex ones, like install a new system.
I find it easier to sell the idea that tickets are needed for the bigger asks. After all, they tend to have more moving pieces, require more documentation and are generally more complex. Getting buy-in for those simple requests, however, can be challenging. After all, sometimes it takes less time to just do the Thing that it does to put in the ticket. Ticketing always increases friction since someone needs to fill out a form, but it’s completely understandable that it shouldn’t take more effort to do that than fix the Thing.
What to do then?...
My personal approach is to setup my system so specific types of tickets just auto-close when they’re created. I’ll still have to enter the reporter’s name, but otherwise it’s a one-click process. The total number I have depends on the types of requests I’ve identified, but there’s really no limit. The biggest challenge is ensuring only items that don’t require additional information don’t end up here. I’ve dropped some examples below, but I’d encourage you to think through how your help desk can be sped up using these one-click submissions.
Some Ideas (all should collect the reporter’s name, and assuming no approvals/etc are required)
Password resets - ensure you capture the system
Basic hardware - e.g. getting a keyboard, power cable, etc
How do I? - referring someone to documentation
Is X system down? - refer them to a down detector / status site
