IT Service Desk for a group of companies
IT requests arrived by email, in messaging apps and in person — and got lost. We brought them into one system with ticket types, deadlines and notifications. 60 users across three companies in the group.
Problem
Requests to IT came in by email, in messaging apps and in person. Tickets got lost, nobody tracked deadlines, and there was nothing to go on if you wanted to see the load on the team or the problems that kept coming back.
Requests arrive through several channels and go missing
Deadlines are neither agreed nor tracked
No picture of workload or of recurring problems
Solution
We built a service desk around the group’s own procedures: ticket types with their own fields, deadlines with reminders, and notifications in the messenger the team already uses.
Five ticket types, each with its own fields
SLAs with automatic reminders and a record of breaches
Notifications in Mattermost — where the team already works
Sign-in with corporate email; user, agent and administrator roles
Stack and tools
Next.jsPostgreSQLPrismaMattermostKubernetes
Results in numbers
60
users on the system
5
ticket types, from incident to onboarding
3
companies in the group on one service desk