Ticket System

Ticket System

The ticket system is one of our primary IT support tools.

Info

The ticket system is a cloud dashboard made by zendesk.com that tracks client requests, and captures any alerts generated by our monitoring systems.

It assigns a unique ID number to each event and allows us to catalog them and do these things:

Example

receive inbound requests from clients
maintain a permanent record of all communications with clients
assign responsibility for resolution of client requests
request and receive client permission for purchasing IT related hardware and software
receive inbound alerts

Tickets are created via several inbound channels.

Some of them are:

client opens a ticket via the Bitstream system agent
client opens a ticket via email
vendor opens a ticket via email
alert generated by the Remote
Monitoring and Management (RMM) software
an alert generated by a cloud monitoring system

When a new ticket is created, all Bitstream personnel are notified immediately via email, SMS, and our team collaboration software.

This organized system ensures that your requests are timestamped and quickly solved, and that a written record exists.

The Anatomy of a Ticket

organization name, subject of request contact information
quick links to management system
metadata about the device
screenshots of issue