Newsletter November 2008
Closing out the year with a Big Bang
by John Stephens
Summer is long over, and autumn is quickly transitioning to winter. 2008 is drawing to a close. But rather than glide or coast into year-end, here at Convergence we’re already gearing up to provide better service for 2009 by migrating to a new ticketing platform. As you all are aware, we track all our issues via a ticketing system, so when you send in an issue we create a ticket that allows us to track information, troubleshooting, contact numbers, and pretty much everything related to our efforts to fix something IT-related. Fundamentally, a ticketing system is the vehicle by which we drive resolution of issues, so it’s a friend to each and every one of our customers. Our current system, however, is in need of an upgrade, so I’ll spend some time in this article detailing how our upgrade will affect you, our customers, and how, if we get it all done right, we’ll close out the year with a big bang.
Generally speaking, a ticketing system is nothing more than a system designed to allow tracking of incidents and requests so that all the relevant information may be recorded and matched to the request. In IT, relevant information may include the original request (especially if it’s by e-mail), notes by a technician as he or she works the issue, links to vendor knowledge base documents, contact information, classification information on the issue (for example, is this ticket for something that is broken, or is it to implement something new?), and a nearly limitless list of other information pieces related to implementing new technology or solving an existing problem. Ticketing systems come in a huge variety of shapes and sizes, and to some degree, the selection of one or another should be mostly transparent to a customer outside the IT department. That is our goal with a fair amount of the work involved in our migration to a new system, but there are some aspects of the migration we want our customers to have not just some, but a high level of visibility on.
The biggest area in which we want to have a transparent migration is the response and service you receive. Quite simply, we don’t want the way you interact with us to change, when this transition is complete you can still simply pick up the phone or drop us an e-mail the same as you always have. We still want to solve your issues, implement changes that better help support your business, and as always continue to serve any and all of your IT needs. We’re dedicated to ensuring our levels of service remain as high as ever. That is our line in the sand regarding our ticketing system-customer service will not be affected. We’re committed to it, and we hope that when it’s all over, you’ll report back to us that had you not been told, you would have never known we changed our entire tracking system.
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What People Are Saying
- “I appreciate the technicians’ patience and respect when walking me through something that seems so simple to them (I’m sure), but NEVER once have they EVER made me feel dumb—just the opposite in fact. I love everyone there…thank you for making what could be an impossible nightmare for a computer illiterate, such as myself, a breeze!”
- Karin Boggess, Tucker Capital