u/FrameOver9095

We manage ticketing for 30+ clients. Their systems are pristine. Auto routing, SLA alerts, escalations, the works. Our own internal IT requests is however a complete disaster. Someone needs software access and it's a chain of Slack DMs and emails. Took an incredibly long time last week to get a new tech provisioned because the request bounced between four people and nobody knew who was supposed to do what. We literally sell this service to other companies and can't figure it out for ourselves.

So every morning I open the helpdesk queue and there's like 50 tickets just sitting there all marked the same priority. I have to go through each one and figure out if it's a password thing, hardware thing, network thing, whatever. Then manually assign it to the right team. This morning took me an hour and a half because people write the vaguest descriptions. "Computer not working" okay cool which computer and what's not working??? I keep asking if we can get something that does this automatically based on keywords or categories or literally anything. Boss says it's on the roadmap. Roadmap for what year though??