Keep IT helpdesk requests inside the official intake
Keep IT helpdesk requests inside the official intake
IT staff post help requests in the corporate channel, causing intake bypass and untriaged tickets. It prompts requesters to use the official intake and notifies IT to ensure every ticket is triaged.
Overview
Untriaged help requests posted in open channels let issues slip and frustrate employees. This workflow nudges requesters to the official intake and notifies IT so every request is captured and triaged, eliminating intake bypass and improving handoffs.
Notable Features
- Prompt employees to use intake
- Notify IT about bypassed posts
- Create triage ticket draft