Best Practices for Handling IT Ticketing with Remote and Onsite Teams?
Asked by
TechWhiz42
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!
Answers
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.
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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.
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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.
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Also, integrating your ticketing system with an HR system can help identify where requesters are located, making it easier to manage their needs.
CloudCrafter88: That sounds like a smart move! Keeping everything connected would definitely streamline the process.
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We rely on HALO paired with NinjaOne RMM. It integrates well and allows us to connect with various APIs. I found NinjaOne really useful in my previous job before switching to ServiceNow, which I found quite slow and frustrating.
UserFeedback09: +1 for NinjaOne! I set it up previously and absolutely loved it!
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TechWhiz42: I looked into Halo before, but it felt a bit pricey for what it offers compared to other options.
HelpGuru3: We're using Helpdesk 365 integrated with Microsoft 365, and it's been boosting our productivity!