The infamous ticketing system .. a necessary evil

What happens when the telephone system goes down.

So today, i had to send a email to all our employees to inform then that our telephone system is down. We are in the process of changing the old telephone system to a new Voice over IP system ( which means telephones that use our data network), and the telephone company is still working to fix a few unforeseen issues.

the infamous ticketing system a necessary evil

And now we have users knocking at our door asking for help!

I understand it is much easier to pick up the phone and call than filling a service request. However, when using a ticketing system allow us to serve the users better as it gives us a way to track our work, we get some important information we need beforehand, gives the supervisor an opportunity to assign jobs to the right help desk person and the ticket just need to be submitted once instead of calling and getting a busy tone and having to call back.

My tip for today:

Use the ticketing system, once you do it one or two times, you will realize it is not that hard and it is fair for everybody.

See you all soon with more tips.