Three main reasons why calls are not resolved are: authorization issues, incorrect information, and lack of details. (J.D. Power) These challenges are a daily burden for support teams, leading to delays, inefficiencies, and frustrated customers. However, with a system like GLPI, managing the ticket lifecycle becomes easier, turning challenges into solutions.<\/p>\n
Support teams face a lack of information in tickets, too many points of contact when tickets are opened, and many email threads regarding the same issue, making it harder to know the current status of work\u2014not to mention large teams where multiple people work on the same ticket without being aware of others\u2019 efforts.<\/p>\n
Additionally, teams complete work on a ticket without proper approval of a solution, and three weeks later, the customer reports that a ticket wasn\u2019t resolved\u2014even though the service team thinks it was. Even incorrect authorization policies can leave a ticket unresolved or poorly resolved.<\/p>\n
A computer that faces the same problem every week or every month could be replaced by a better solution if the team knew it was a recurring incident.<\/p>\n
Issues like these are constant in support departments.<\/p>\n
Assets face problems, and support staff would like to know a model or history of an asset they are working with\u2014it's like a medical record for a patient.<\/p>\n
If a doctor knows a patient's medical history, including past illnesses and treatments, the current consultation and prescription will be more accurate. In hospitals, we have a medical record for a patient. In GLPI, a ticket can be this medical record for issues and, when integrated with automatic inventory updates, a medical record for assets.<\/p>\n
Using the same hospital example, when you first arrive at the hospital, the emergency team knows exactly the steps to ensure you receive proper support.<\/p>\n
In Brazil, it's like this\u2014when it\u2019s not a huge emergency:<\/p>\n
What first-level staff do not handle are other processes after this initial triage.<\/p>\n
When doctors have access to your medical file, they work with the triage info and additional info provided during the consultation. There are no post-its or extra calls to the triage team. The doctor\u2019s job is now to follow the next steps based on the available information.<\/p>\n
The incident management process is almost the same. I often say service management applies to all departments that receive input and must provide output, whatever it may be.<\/p>\n
When a person or asset faces an issue, they submit a request manually or automatically to indicate they need help\u2014whether it\u2019s to add new features to a service or fix something in a functional service.<\/p>\n
The process in GLPI would look like this:<\/p>\n
GLPI changes how the ticket lifecycle is managed by addressing the major challenges support teams face daily. From automated workflows to centralized and powerful timelines, ensuring transparency and collaboration every step of the way.<\/p>\n
See how you can experience the same transformation for yourself.<\/p>\n