Developer Tea exists to help driven developers connect to their ultimate purpose and excel at their work so that they can positively impact the people they influence. With over 13 million downloads to date, Developer Tea is a short podcast hosted by Jonathan Cutrell (@jcutrell), co-founder of Spec and Director of Engineering at PBS. We hope you'll take the topics from this podcast and continue the conversation, either online or in person with your peers. Twitter: @developertea :: Email: deve ...
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SAS 021 – Ticketing Systems
MP3•Episode home
Manage episode 231699661 series 1751234
Content provided by Dustin Reybrouck: IT System Administrator. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Dustin Reybrouck: IT System Administrator or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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
- 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
56 episodes
MP3•Episode home
Manage episode 231699661 series 1751234
Content provided by Dustin Reybrouck: IT System Administrator. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Dustin Reybrouck: IT System Administrator or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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
- 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
56 episodes
All episodes
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