IT SUPPORT
ITSM integration and unified ticketing
See requests from several support tools in one place. Useful when your team keeps switching apps to find outstanding work.
Track work across separate support tools
A single view can help a support team see requests that currently sit in several tools. It is particularly useful when different departments or customer organisations must keep their own systems.
The shared view needs clear rules for ownership, duplicate records, and private information. We agree on which details can be shown and where staff should make updates so the original systems remain consistent.
What the work can include
- Bring requests into a shared view
- Show who is handling each request
- Control which details each team can see
A shared queue does not need to replace every tool
Different teams may need to keep their own service desks because they support different customers or follow different processes. A shared view can show the agreed information needed to coordinate work across those boundaries.
We define which system remains the original record for each request and where a user should make changes. A link back to that record can be more appropriate than allowing every field to be edited from the shared view.
Handle ownership and duplicate requests
A customer issue may appear in more than one tool. The queue needs an agreed way to link related records without merging unrelated work that happens to have a similar subject.
Ownership should remain visible as a request passes between teams. The design can also show when information was last updated so staff can recognise a stale status.
Questions about this service
Can teams keep their current ticketing tools?
Yes, that is a possible purpose of the shared view. Supported access and the actions you need determine how each tool can participate.
Will staff see other customers’ private records?
The access design should restrict the records and fields visible to each role. Those boundaries need to be agreed and tested with the teams responsible for the data.
Is this the same as a ServiceNow connector?
A connector moves agreed records between systems. A unified queue adds a way for people to view and coordinate work across them; it may use several connectors underneath.
Discuss your requirements
Tell us what your team needs to do and what gets in the way. We’ll help you decide on the next step.
Need a different solution? Request a custom service.