Qikz wrote:Errkal wrote:Qikz wrote:Errkal wrote:Qikz wrote:Errkal wrote:Snowcannon wrote:Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.
Do what some of the outsourced people working at my company do and close aged tickets without resolution lol
How can there be that much stuff! There has to be a way if automating some triage or process to avoid ticketogeddon
You would think there is, but people are so unbelievably dumb that it's impossible.
I just don't understand what the strawberry float is going on. We're so busy compared to any other IT Company I know of. What is it we're not doing? I personally think we're not saying NO to a lot of bullshit.
What are a lot of the tickets for, actual people calling or alerts and stuff from systems?
There has be some self help stuff you can do if it is users. A simple portal with self help articles, password self service reset and the like. Hell you could do software self service if you have a decent software deployment solution.
Odds are it's not that you doing stuff wrong as you are doing it old fashioned and so there is a lack of automation and self service making everything slow and expensive
Lack of automation is a huge problem, but you send these users documentation or self help stuff and they just either don't bother to use it or just fail simple things. It's ridiculous.
Then your documentation and guides isn't simple enough.
It's hard without the right people and enough time to do it but also root cause analysis should be big in your world to find why so many calls come and if they are on similar themes and so what can be done to prevent the issue occurring in the first place.
You could not make them any simpler. It's got pictures explaining everything.
It's not just pictures, it's how they flow and wording, it's hard to explain but sometimes lots of pictures is a bad thing.
It's usually about wording l, problem is a lot of techies suck at guide writing because they understand the thing so don't write it how someone who doesn't understand computers needs it.
It can also be how they get the guide.
If they can go to a we page thing find their issue and fix they are more likely to use it (or at least that's what I've seen) if they log it then get a guide back they think they are being fobbed off and they logged it expecting you to fix it so why should they now do the work, but if they find the guide in a well designed knowledge base FAQ they found their own solution makig them more likely to use it.
Odds are though there some underlying stuff causing lots of calls, you need to to some work in your call system to categorie the calls and find themes then find why you go get so many of call X and fix the root cause.
It's hard to say without knowing more about what you see etc. but I would say look at your call types and find why so much comes from one application or call type "password resets" "account unlocks" etc. find why and sort it then go onto the next over time the load will drop off because you fixing the root instead of fire fighting the result