Dec 18, 2024 | Smart Ticketing
Managing user tickets is a major challenge for modern businesses. Whether it’s repetitive questions or complex technical issues, a high volume of tickets can quickly harm your organisation. However, it is possible to significantly reduce ticket numbers by adopting a...
Dec 18, 2024 | Smart Ticketing
Does redirecting a user to the intranet for answers always work? Let’s debunk this myth! When a user encounters an issue with a business tool (CRM, HRIS, ERP), it’s common for support teams to direct them to the company’s intranet to find a solution. The...
Dec 18, 2024 | Smart Ticketing
The overload of user tickets in a company is often a symptom of deeper dysfunctions in the organisation and management of IT tools. This phenomenon can slow down business efficiency, increase costs, and affect employee satisfaction. In this article, we analyse four...
Dec 16, 2024 | Smart Ticketing
Managing support requests can quickly become time-consuming and inefficient when excessive back-and-forth occurs between users and IT teams to qualify a request. This not only affects resolution times but also diminishes user satisfaction, as users expect their issues...
Dec 16, 2024 | Smart Ticketing
In complex digital environments like HRIS and ERP systems, it’s often assumed that users can accurately describe the problems they encounter. However, this misconception doesn’t align with reality. Most users lack both the technical skills and the methodology to...
Dec 16, 2024 | Smart Ticketing
When an issue arises in an information system like an ERP or HRIS, the user, unable to continue their task, has two options: Search for an answer in the available documentation. Contact someone within their organisation, such as a key user or a dedicated support team....
