ACME International is a bank with over 2,000 employees. Internally, ACME relies on paperwork to organize all of the support the IT department provides for their staff. Recently, however, management made the decision for the company to move to cloud storage for most of their operations. This included the helpdesk solution. After much deliberation, ACME’s IT staff settled their search on getting an Office 365 Helpdesk, given that the company already uses Office 365.
Additionally, they came across SteadyPoint Helpdesk, Office 365’s leading Helpdesk solution. Now, they’re wondering how Helpdesk can replace their former processes. Today, we’re going to help them do that.
This guide will cover two cases:
- Case #1: ACME bank at an organizational level, automatic routing
- Case #2: A department within ACME using internal manual routing
We will discuss each one in the following sections.
Table of Contents
Case #1: Enterprise, Internal Automatic Routing
ACME has already set up their Helpdesk problem catalog. That way, when users log into the portal to create tickets, everything is set up for them. Think of the problem catalog as the different queues to which problems are sent. Specifically, they have structured their problem catalog based on different IT departments. Thus, the three main areas, or queues, are Systems, Networks, and Infrastructure. Furthermore, each queue has additional, more specific categories under it for more specialized help.
Meanwhile, Charlie, an HR employee at ACME, is facing trouble with the HR system today. A bug is affecting vacation requests. With the holidays approaching, he needs a quick fix. Therefore, he opens Helpdesk and submits a new ticket for the IT team to address the issue.
The created ticket is displayed below.
Oscar is part of the resource pool for IT System tickets. Both him and Tobias (the other half of the team) receive the alert notifying them of the newly created ticket. Initially, Oscar claims the ticket, allowing him to handle it (Under resource pool, it’s first to claim that is the one to handle the ticket), under the assumption that he’d be able to handle it.
The image below shows the ticket assigned to Oscar.
After evaluating the ticket, Oscar decides that Tobias would be better equipped to handle it. So he re-assigns the ticket to Tobias, who gets a notification of the new assignment.
The image below shows the ticket reassignment.
Tobias receives a notification of the new ticket he’s been handed, and after inspecting it, he checks the problem with the HR system, fixes it, and submits his fix on the ticket.
Case #2: Small IT Department, Internal Manual Routing
ACME Bank has a small division for local credit card complaints. With only 5 employees in the division handling all sort of incoming calls, the employees don’t see the need to go through the process of setting up automatic routing. Instead they’d prefer to route each ticket to the appropriate person to respond to it as the ticket is being created. How can SteadyPoint Helpdesk help this division? Through the introduction of Manual Routing, of course!
Alexandra just phoned up ACME Bank with an overdraft problem on her card. Tobias, the employee on the other line, opened up a ticket for her and was filling it up with her complaint. He knows that Charlie is the best person to deal with accidental overdraft, so he assigns the ticket to him.
The created ticket is displayed below.
Charlie is notified of the issue. He then inspects the problem from his end, refunds the client, and presses fix.
And voila! Problem solved.