InvGate Blog

Let’s face it. We’ve all been there. Attending a service review with a customer only to be faced with an incident or request that should have been sorted out months (if not years) ago. Such “aged tickets” happen for a variety of reasons – complex systems, organizational change, or even plain old “not enough people on the IT service desk.” The reality is that these aged tickets hurt us. From the business’ perspective, they have people struggling for much longer than is acceptable and from an IT perspective it means that we “can’t see the forest for the trees.” To help, here are my first five of ten ways to overcome your aged ticket problem.

Topics: ticketing system, Help Desk, Ticket Management

Everybody knows it: solving a request isn’t always a matter of executing a single action. Sometimes it takes the joint efforts of different people simultaneously, and it can be difficult to have visibility over each person's contribution without generating specific reports. That's why we created the InvGate Service Desk Tasks module, available as of version 5.7.0, which allows you to atomize the work to be done in a request or in the execution of a workflow.

Topics: ticketing system, Service Desk, ITSM, IT service management, Request Management, Tasks

On the surface, determining the status of your service desk historical backlog seems easy. But the scenario becomes more complex when looking at historical data for the week, month, or year. InvGate defines a backlog as “an accumulation of jobs waiting to be solved or completed at any given time”, i.e., pending incidents and requests.

Topics: Reporting, ticketing system, Help Desk Software, Incident Management, change management, data analytics

So what's the difference?

Topics: Choosing Software, help desk, Helpdesk software, IT Management Software, service desk, Service Desk Software, service desk solutions, ticketing system