IT Sanity
Ticket Builder
Ticket Management using Outlook How does an IT department manage their workload? If you don’t have a tracking system, you’re like most IT departments. They operate on interruptions. The last thing that was put in their laps becomes the most urgent item. There is rarely any tracking or management of requested work, leaving far too little time to investigate the root cause of any problem. How can you make sure the important things get done, and not get overrun with unimportant, but urgent requests? Can you analyze who is making the most requests? How do you measure the success of the IT worker? What do you need to report to your management, so that they know you are on track? Do you share with everyone, what you are working on? How can one person pick up where another has left off?
What is Ticket Builder? Ticket Builder is a full featured ticket tracking and management system built into Microsoft Outlook. It is designed for IT departments that want to provide for all user requests while using a simple and unobtrusive tool to capture all the work that needs to take place.
captures all the work is essential to each IT team member. This provides IT management with clear data to track the performance of their IT team, and provide transparency into the efficiency of the team members.
Ticket Builder Features Anyone can start a ticket by sending an email, from any device.
Ticket Builder is built to identify common root causes so that the real problems get resolved vs. reacting in a “firefighting” mode. It creates a complete audit trail for a request, from its inception, what work was performed and the parts that may have been needed to correct the problem.
All email conversations, time worked and parts for resolving a ticket are captured per ticket.
Ticket Builder is designed by an active IT team that use it everyday. Making sure that the system simply and reliably
Easily extensible using Outlook views and filters.
Full inventory system is included to track parts. Each ticket can be assigned to an IT team member to be worked, along with status and priority. Supports multiple users and multiple sites.
Outlook-based Applications - Why Outlook? The reality is that the cost driver in technology implementations is not the technology, but the cost to train the users on new systems and processes. You can put a Ferrari in the hands of an untrained driver, and you’ll have a formula for failure. Since most people in business spend a large portion of their day in Microsoft Outlook, Outlook applications can be the lowest cost method to implement many customized applications.
Building an application into Outlook provides many advantages, including:
Minimal training needed for users and IT Staff No additional software licenses to purchase per user Use standard Active Directory to manage user access rights Updates are instantly deployed to the whole organization Tailored for your unique business requirements