u/Upstairs_Loclzgh7000

One of the teams involved in operations keeps a spreadsheet with 1800 records and 23 columns along with conditional formatting that no one understands, apart from that, there is one person who seems to be aware of the significance of column Q. The spreadsheet works with vendor requests from the areas of finance and law, as well as procurement. Replacing the spreadsheet is a good idea, but no one seems to know exactly how to do it. The operations department wwants a simple form and status tracker, while finance wants limits of approval, the procurement department seeks info on vendors, the legal department needs contract review triggers, and leadership wants dashboards. This is how a spreadsheet can transform into an enterprise system entirely by chance. Have you managed to switch the given process to a configurable workflow system and optimally redesign it after?

Recently, our IT team rolled out an AI CRM, but adoption has been slower than we had anticipated. All departments within the business have different needs. Sales hopes to use the tool for predictive analytics, customer service wants automated reports, the management team is looking for forecasting upgrades, and the department responsible for compliance wants assurance that the customers' private data is being handled in the right way.
The technology itself was not the biggest challenge. We had more problems than expected with synchronizing the governance scheme, security, quality of the data, and users' expectations from different departments. Several senior managers are worried that it makes no sense to proceed with the rollout. If you have implemented AI CRM before, what worked in your case?

hi, small it team here, we do all the usual stuff... onboarding, offboarding, app access, hardware requests, "pls fix my laptop" etc. tickets hit our queue but half the work is chasing managers on email or chat to approve things and then updating 3 different places by hand.
lowkey tired of copying status between helpdesk, project board and whatever spreadsheet someone made in 2019. if youve made your service desk workflow more automatic around approvals and handoffs, what actually worked for you? idk

My organization has broadened its ticketing platform beyond IT to encompass the HR, facilities, procurement, and employee services departments. While this switch has improved transparency, reporting has become more complicated as there are various ways to assess performance, depending on the department. Some believe that the most important measure is the resolution time; others think that the customer satisfaction level should be the main criterion. It can also be said that the operations division focuses on the completion of the workflow.

As the Operations Service Leader, I find it difficult to create executive dashboards reflecting the performance of all the service teams without losing important information.

If you work in an organization that uses a shared ticketing platform in many divisions, how do you manage the balance between common reporting for all the divisions and department-specific reporting needs? What reporting methods are most helpful for leaders and managers?

I'm comparing mondayservice and zendesk for managing internal it requests and support.
zendesk has been around for a long time and seems like a solid choice if the main priority is ticket-based support and keeping a help desk organized.

Mondayservice looks more interesting if the goal is to create customized service workflows, automate repetitive requests, and connect it support with processes across the organization.
I think the biggest difference is probably the approach rather than just the feature list.

Zendesk feels more support-centric, while mondayservice seems designed to give teams more flexibility in how they structure and automate their service processes. For anyone who has actually used both, which one worked better for your team and why?

I work for a software company with around 180 employees in Austin, and as we've grown it feels like internal requests have become way harder to manage.
A simple request will start with IT, then HR needs to approve part of it, then Ops has to do something before it goes back to IT. Before long, nobody knows who's actually responsible anymore. The employee just keeps waiting while every team assumes someone else is handling it.
People start replying to old email threads asking for updates, Slack messages get buried after a day or two, and half the time nobody can even find the latest conversation. We've even had duplicate work happen because two teams thought the other hadn't started yet.
Then someone gets frustrated, managers get involved, and everyone starts digging through emails and Slack trying to figure out where the request got stuck.
It's making me think we really need one shared workflow where ownership is clear from the start instead of requests constantly bouncing between departments.
Has anyone dealt with this, what are you using that actually works?