IT Help Ticket Hell!

 
Situation
General information of the situation
Alert Others
Situation
General information of the situation
Alert Others

Situation

The situation is where you start. You learn by dealing with real-life work situations. Provide a short description of the situation for the learners to work on. Along the way, you will impact results.
Sitches are situations, jams, issues, errors, gaps, troubles, stoppages and many others to fix and solve. They are also opportunities to improve, grow, expand, and introduce better, faster and cheaper ways to get the desired results.
What is your Situation and Question?
Customer issues are being logged in the system, but resolutions are often slow and communication with the end user is poor.
 
What's the biggest challenge?
Help tickets aren't being routed or prioritized, leading to extended wait times and unhappy customers.
What's the objective?
Discover the root cause of the help ticket backlog and find a way to get things flowing so the right ticket gets to the right level of support.

Jonathan Workman    
April 29, 2022