Blogs

   
Michael Petrov
Co-Founder, CEO
6/1/2012
Digital Edge ticketing system.

Digital Edge is ready to launch its third generation ticketing system. Since its original version, we have always been committed to the development of our internal ticketing system. My vision was that this type of internal design would pay-off in the future, and I found myself to be correct. The development of a ticketing system, the flexibility of design and the necessary add-on features that can be intergrated as you see the need, really make Digital Edge stand out to its clients.

 

I know to most people, a new ticketing system is considered a simple task, but… realistically when you consider the implementation involved, I would definitely disagree. Technically, a ticketing system should be looked at as a core component of a business, where requests are registered and reports are sent out for status updates.

 For our clients, we use our design to customize our client’s needs, as all businesses are different. Response time is crucial; therefore we make sure our ticketing system is robust and transparent.

Also- when IT organizations handle multiple amounts of tickets it becomes not a trivial task to control SLAs on those tickets but more of a timing of actions that plays a huge control role in the process of delivery.

 From the first days of its existence Digital Edge a high end IT Company was committed to develop its internal systems, and we know that this strategy pays off as everything is integrated in our engine by design.

 Here are some ideas and features that we built into our new ticketing system.

 

1.       Clients are able to manage tickets through phone/PDA.

2.       Complexities of tickets do not allow simple emails to be used as a centralized ticketing system, so web based database driven system should be heart of the ticketing. It also should receive messages from phone, web, and email sources and store them in one central database for further handling.

3.       All of our clients love simplicity of our previous ticketing system. You send an email, and in reply a ticket number is received. So we had to keep this simplicity; adding more control.

4.       We have to be able to time communication messages. For example, if a client replies to an email from a support team we need the support team to handle that reply within a certain time period, so simple email would not work.

5.       We need to categorize tickets so we can assign different SLAs levels to them.

6.       Tickets should be closed by clients.

 

Here is the logic that we implement:

1.       As the original system, a client doesn’t have to login, remember passwords etc. to open a ticket. In emergency situations, clients cannot spend time to open tickets through web interface so they just send an email to support@digitaledge.net

2.       We receive the request and assign ticket following properties:

a.       Client Name

b.      SLA class (Production critical, Non-production critical, Change request, General info, General troubleshooting, Programming debugging, DBA request etc.)

c.       Based on SLA class we setup a delivery time. It can be: ASAP, has to be done by certain time, have to start at certain time, have to start and finish by certain time.

d.      Difficulty level (for our company performance reviews and statistics).

3.       We send this info in the reply email with the ticket number and a link to the ticket so the client can see the ticket in read only mode. The link has auto-login functionality. So the client needs to just click on it.

4.       When client clicks on the link in the ticket, he can request a re-classification/escalation of the ticket, or provide more information.    

5.       If the client doesn’t have a browser, he can just forward this ticket to ticketreply@digitaledge.net and the system will catch this forward and update ticket record accordingly.

6.       When we receive a reply from the client, the ticket info gets updated. Our engineers must acknowledge the response. If an engineer doesn’t acknowledge the client response in 5 min, our monitoring group will escalate the issue to the next engineer or the management.  

7.       When a ticket is done, the engineer changes its status to “Close Pending”. The client receives an email with 2 links – one to close the ticket, one to provide more information. When a client closes the ticket he can provide his feedback to management about the ticket handling.

8.       If a client does not close, he receives multiple reminders that the ticket will be auto-closed. The ticket closes if the client does not reply. The client can re-open a ticket any time.

 

With implementation of this logic we will get:

1.       Better control on timing of the ticket execution.

2.       Better control over the workload and schedules.

3.       Get a feedback about ticket closing.

4.       Assess performance of the employees based on the difficulties of tickets.

 

Digital Edge is committed to constant innovation to bring value to its client. We hope our clients will quickly get used to it and will love using it in near future.

 

Your business operates the way its systems operate?

 

   

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