Our IT team is expanding quickly, and it's becoming increasingly difficult to manage the influx of support tickets. We're struggling with delayed responses and prioritizing tasks since we're relying on spreadsheets and email chains, which doesn't seem effective anymore. I'm looking for suggestions on ticketing or service desk systems that can help us automate workflows and centralize everything better. What tools or tips have worked well for small to mid-sized teams like ours?
4 Answers
Managing tickets via spreadsheets and emails is definitely a hassle! I previously worked with Zendesk, and it has a fantastic SLA tracking feature, so you can ensure tickets don't get forgotten. Plus, setting up priority rules is a breeze. I'm sure there are several other tools that could streamline your process better than your current setup.
We had a similar struggle and started off with Freshdesk, later upgrading to Freshservice. It's been a real game changer for us!
I completely understand the struggle! We've been using siit.io to centralize our tickets and automate workflows, and it's been instrumental in keeping things organized and easier to manage.
You might want to consider desk365 as I've heard it works great for mid-sized teams!
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