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Service desk and ITSM

A service desk on a ticketing system, with one intake for email, chat and phone requests. Every ticket has an owner and a defined path to closure, and reports show the workload.

Describe what you need

What you get

  • A ticketing system configured to the agreed workflows, roles and access rights
  • Email and chat connected to one queue through an email gateway and chat integrations, with phone requests logged in the same queue
  • A service design: how requests, incidents and changes flow, and who owns each step
  • Priority and escalation rules, written down and configured in the ticketing system
  • Workload reports: open tickets, who works on what, response times and bottlenecks
  • Documentation of how the system works, handed over to the team

How it works

  1. 01

    Map how requests flow

    We look at how requests, incidents and changes reach the team today, and where they get lost or delayed.

  2. 02

    Design the workflows

    Flows for support requests, incidents, changes and internal tasks are designed around how the team works, with owners, priorities and escalation rules.

  3. 03

    Set up the ticketing system

    The ticketing system, for example Jira Service Management, is chosen by scale and requirements and configured to the agreed workflows, roles and access rights.

  4. 04

    Connect the channels

    Email, chat and the other systems where requests start are connected to the same queue.

  5. 05

    Document and hand over

    The documentation explains how the system works, so the team can run it without us.

Problems it solves

  • ProblemRequests arrive by email, chat, phone and in passing, with no single place to collect them, so some get lost.

    SolutionEmail and chat requests land in one queue through an email gateway and chat integrations, and phone requests are logged in the same queue. Each request becomes a ticket with its own history.

  • ProblemRequests are acknowledged but not assigned, so everyone assumes someone else is handling them.

    SolutionAssignment is part of intake: every ticket gets one accountable owner, visible to everyone who works the queue.

  • ProblemTickets are opened, looked at once and then left, so the backlog keeps growing.

    SolutionRequests, incidents and changes each follow a defined path to closure, and stalled tickets show up in the workload reports.

  • ProblemEverything is marked urgent, so the loudest requester gets served first, whatever the business impact.

    SolutionWritten rules set which tickets go first and when one is escalated, and the rules are configured in the ticketing system.

What it covers

  • For exampleJira Service Management, GLPI, Zammad
  • One queue for email, chat and phone requests
  • An owner for every ticket
  • Workflows for requests, incidents and changes
  • Priority and escalation rules
  • Workload and response-time reports
Typical scope

Typical engagements run 2–5 weeks, depending on team size, how complex the current process is, and whether we clean up an existing setup or start from scratch.

Next step

Send a short description of what you need and the systems involved. We reply with proposed next steps.

Describe what you need