Internal IT tickets arrive without any consistent categorisation, and the same known problem is solved from scratch again by whoever happens to pick up the ticket. Emre takes on the categorisation: he classifies incoming tickets, routes them to the right place and matches them against known solutions before anyone starts searching all over again.

What Emre takes on

Classifies incoming tickets by type and urgency as soon as they arrive.
Routes every ticket to the right queue or person.
Matches tickets against known problems and supplies the existing solution.
Keeps a complete record of what was reported and how it was resolved.

What Emre needs from you

Emre starts with the existing ticketing system and an initial list of known problems, plus access to a mailbox for incoming reports.

The first few weeks

From day one, Emre classifies and routes incoming tickets and matches them against the existing list of known problems. Over the first few weeks that list grows with every ticket resolved, and the matching becomes more accurate.

What changes

Recurring problems are resolved quickly instead of being investigated from scratch every time.
Every ticket lands directly in the right queue.
What was reported and how it was resolved can be traced without gaps.

DigiFair EU-hosted GDPR & ISO 27001 A human approves

IT

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