Member-only story
The End of the Corporate Ticketing System
“Please submit a ticket”.
How many times have you heard a colleague respond with these same four words?
It’s not a “No” nor even a sign of frustration. It is a mantra or, more accurately, a Pavlovian reflex.
Corporations today face big challenges. They want to maintain global standard of services, track different metrics and deliverables, and ensure their business goals achieved.
Technological solutions have been developed to address these needs and an entire industry has flourished. The market for HelpDesk software is more active than ever and the competition is fierce. This means constant innovation and lower prices. Good news for those that do not share my less optimistic views on the topic.
Don’t get me wrong. HelpDesk programs do exactly what corporations ask them to do. They distribute the work among employees at different levels and in different departments in a clear manner and they provide a complete audit trail for an individual task. Many also provide custom reporting functions to aggregate this data and provide insights on how the business is functioning.
All good in theory. But in practice this is often not what the corporation needs for growth. Here’s why.
