IT help desk ticketing software made its debut in the late 1980s when workforces shifted from ledger paper and typewriters to computers. New technology was an enigma in the 80s and the workforce needed hand-holding. Consequently, large corporate IT departments adopted help desk ticketing software to manage the onslaught of issues reported by the end user community. The IT help desk and ticket management software would become the go-to solution for years to come.
Here’s how it’s supposed to work:
- End user has a computer issue
- End user calls the help desk
- Help desk logs the issue in the ticket system
- End user receives confirmation with a ticket number to reference
- Ticketing software routes the ticket to the IT specialists who can help
- An IT specialist calls the end user to provide help
- If the end user is available, they explain their issue to the IT specialist
- IT specialist resolves the issue
- IT specialist closes the ticket
- End user receives notice the ticket is closed
Seems simple on paper, but the process is usually fraught with roadblocks.
While technology and the workforce have advanced significantly since the 80s, the ticketing process hasn’t changed much. One might argue that ticketing software works fine and “if it ain’t broke, don’t fix it.” Yet users and IT specialists in large corporations loathe these systems and often consider them a necessary evil. Worse, IT help desk and ticketing systems are quite an investment. Many of today’s IT solutions require expensive implementation work and full-time support staff. Based on our research, IT organizations spend an average of $50/employee per month for level one ticketing software and help desk support.
From the CIO’s Perspective
At several CIO gatherings, we challenged CIOs to consider a more efficient IT support process. What if end users could be automatically matched with an IT specialist who could provide immediate IT support? What if it cost $10/employee per month—a fifth what companies are spending today? While the CIOs all admitted their current process was neither efficient nor user friendly, they didn’t want to abandon the notion of outdated ticket management systems. We dug deeper and found three main reasons for this response from the CIOs themselves.
1. “End users cannot articulate their issues properly.” IT deals with mis-routed issues daily. A user calls in about their laptop not starting, but it’s actually a password issue. The wrong specialist is interrupted with the issue only to reroute it. Today’s technology yields an increasingly broader set of potential issues, so the chances of rerouting issues only increases. However, EVAN360 enables any array of custom issue categories and subcategories to ensure questions are routed to the right IT specialist the first time. Today’s workforce is a lot more sophisticated, and if given the right menu of options, they will select the appropriate issue the first time. Your employees are smart. Offering a list of help categories won’t throw them off.
2. “If you make them wait long enough, end users will go away.” We’ve had several CIOs admit to putting artificial barriers in place to slow the user request process. Adding a gatekeeper to a level one ticketing system is a common way to slow the process so IT specialists aren’t interrupted by nagging users. But here’s the reality: most end users find ways of going around the IT help desk. Circumventing the help desk decreases visibility into issue frequency and how IT is spending their time. EVAN360 enables immediate support and issue resolution, making the platform easy to use and user friendly. Users can connect to support with EVAN360 faster than a ticketing system; it only takes three clicks. When users have a reliable support tool they can count on to answer problems fast, they’re less likely to circumvent the process.
3. “IT ticketing is the only way to track and monitor issues.” Most CIOs view ticketing software as the prime way to track and manage issues. While this has been the case for decades, technology has advanced. At EVAN360, our support solution eliminates the excess steps and allows for real-time issue resolution. Issues are captured, timed, and documented through interactive live sessions between the end user and the IT specialist. Management has real-time access to dashboards that include wait time, resolution time, IT specialist ratings, issue category, department, geography, and much more. So if you’re tired of ticketing solutions, rest assured it’s not your only option.
Technology has advanced and it’s time for IT departments to eliminate the inefficient ticketing systems and move to a more modern, effective platform for support. Increase productivity, improve the employee experience, and give your team the support they deserve.