Importance of Tickets:
About:
This document explains why using the IT ticket system is critical for daily operations, compliance, and efficient IT support. It clarifies how the ticket system supports both users and IT teams, and why requests should never be handled outside the system.
Using the ticket system is not optional! It protects the company, supports IT efficiency, and ensures fair and consistent support for everyone.
What is a Ticket?
The IT ticket system is the official platform for reporting, tracking, and resolving IT-related requests and incidents. Every ticket creates a documented record of an issue, its handling, and its resolution. This ensures transparency, accountability, and consistency across all IT operations.
Why using the ticket system matters:
Compliance and audits
Using the ticket system ensures that all IT activities are documented and traceable. This documentation is essential for meeting government regulations, internal policies, and industry standards. During audits, tickets provide clear evidence of what actions were taken, when, and by whom.
Efficient issue tracking
The ticket system allows IT to systematically track all reported issues from start to finish. Nothing is lost in chat messages or emails, and no problem is forgotten. Users can follow progress, and IT can manage workloads more effectively.
Knowledge base creation
Over time, resolved tickets build a valuable knowledge repository. Common issues, fixes, and troubleshooting steps are stored and can be reused. This reduces resolution time for recurring problems and improves overall efficiency for both IT staff and end users.
Prioritisation and resource management
The ticket system helps prioritise tasks based on urgency and business impact. Critical incidents are handled first, while lower-impact requests are queued appropriately. This ensures optimal use of IT resources and faster resolution of high-risk issues.
Important to remember:
- Always submit IT requests through the official ticket system
- Don't request support via direct messages, emails, or hallway conversations
- Provide clear and accurate information when submitting a ticket
- Screenshots are always a good idea!
- Use one ticket per issue to ensure proper tracking
- Follow up inside the ticket instead of creating parallel requests
And you are done 😄
Sources:
https://www.iso.org/standard/27001
https://www.atlassian.com/itsm/service-request-management/it-ticketing-system#it-ticket