How do you manage IT ticketing for teams that have both onsite and remote employees? What tools or strategies do you use to ensure that requests are organized and visible for everyone, no matter their location? I'd love to hear your recommendations!
4 Answers
Also, integrating your ticketing system with an HR system can help identify where requesters are located, making it easier to manage their needs.
Consider tools that can classify tickets based on the user's location, like Freshservice. That way, regardless of physical location, each request gets the appropriate attention.
We support nearly 700 users across offices in the UK, USA, Netherlands, and Australia. We use TeamViewer on all devices and rely on Halo ITSM for our support tickets globally. It really helps us keep everything organized and accessible.
I looked into Halo before, but it felt a bit pricey for what it offers compared to other options.
We're using Helpdesk 365 integrated with Microsoft 365, and it's been boosting our productivity!
JIRA has been our go-to for a while now, and while it has its quirks, it scales really well. The key is to ensure that workflows are straightforward so everyone uses it effectively. Engagement from the team is crucial, too—if they bypass it, you end up with chaos.
That sounds like a smart move! Keeping everything connected would definitely streamline the process.