Service Desk Meets GPS to Create “Ticket Journey Management”

Do you remember the days when your dear father refused to stop for directions, and you ended up helplessly lost? Or, how you simply wasted time trying to find a specific “hidden address” or ended up stuck for hours in traffic jams? This seems like a lifetime ago. But then something miraculous happened, the GPS arrived.

If you like how GPS helps you navigate, you’ll definitely appreciate SysAid’s “ticket journey management.”

What exactly is ticket journey management?

Ticket journey management is just like our modern GPS apps, only the difference is the vehicles are the tickets and the GPS is SysAid’s automation capabilities. And just like your GPS ensures you arrive promptly at your destination, the same goes for SysAid’s automation capabilities. Automating the journey of every ticket allows you to hit all of your SLAs. There’s no more manual dispatching of tickets. You can now focus on resolving issues, closing tickets, and driving your business forward.

By removing the need for manual dispatching of tickets. You can now focus on resolving issues, closing tickets, and driving your business forward. #Automation Share on X

All the bells and whistles included

SysAid’s ticket journey management consists of 6 main features:

1. 1. Automatic routing: Ensuring the route the car travels takes the fastest highway and avoids traffic in order for it to reach its destination on time. Just like with SysAid Automation does with tickets, automatically assigning tickets to the most appropriate team or agent, based on location, group, or category.

1. 1. Automatic escalation: Alerts that appear showing roadblocks up ahead. When this happens, the car is re-routed. With SysAid, it escalates tickets automatically if they haven’t been classified, and assigned within the set time specified to you.

1. 1. Automatic due dates: Your destination time of arrival. SysAid allows you to define ticket resolution due dates based on various criteria, such as category, urgency, and priority.

1. 1. Automatic reminders & notifications: This is the notification that lets you know you’ll be arriving 5 minutes early, or that there’s a delay of X minutes. With SysAid, you can schedule reminders, such as software expiration dates, and then set up automatic notifications to members of the team.

1. 1. Automatic prioritization: This is similar to the prioritizing of a police car or ambulance, and giving them the “fast lane.” SysAid allows you to provide various ticket prioritization, based on urgency and impact.

1. 1. Dynamic timers: This measures the time your car has spent in various stages of your journey. This then helps to predict the journey the next time you take it, and it could also help other drivers taking that same route. With SysAid, you can measure the time your tickets spend in various stages, allowing you to manage your SLAs and change them if necessary.

Reaching your destination

In this fast-paced working environment, automation has to be a core part of your service desk. When done properly, automation frees up your valuable time so that you can re-focus on high-value ITSM i.e., problem-solving, relationship building, communication, and innovation. By freeing your teams from the burden of manual, repetitive tasks, you also take the strain out of IT service delivery and leave the basics in the “hands of” ticket journey management.

When done properly, #automation frees up your valuable time so that you can re-focus on high-value #ITSM. Share on X

Watch the ticket journey management trailer: