10 Steps to Smarter IT Ticket Management

Never 'Stick a Fork in It' Before It's Fully Done

Complete resolutions improve the knowledge base of your organization and are great resources for future reference. Ensuring that tickets are not closed prematurely, before problems are resolved entirely and effectively, will not only help avoid glitches but will also satisfy end users with complete results. A good way to achieve this is by setting up your IT help desk application to automatically notify end users of ticket closure and request their approval. The catch, though, is that waiting for approvals can delay closure, thereby affecting important metrics. Avoid such circumstances by automating your application to close tickets after a specific time should there be no response.