The Challenge
The company faced issues with handling employee support requests, leading to task delays and dissatisfaction among end users. The absence of a centralized ticket management system resulted in miscommunication between the IT department and employees. Requests were submitted through multiple channels, often getting lost, duplicated, or overlooked. Additionally, there was a lack of transparency in the ticket resolution process, making it difficult for employees to track progress and stay informed.
Our Solution
We designed the Service Desk application using Microsoft Power Apps, leveraging the organization's existing Microsoft 365 licenses. The app enables employees to submit technical issues, attach files, add comments, and share tickets with other users. The IT department now has an efficient tool for managing requests, assigning them to the right personnel, updating statuses, and tracking progress in real time.
Key Features
- Ticket Creation – Employees can easily submit new issues with detailed descriptions.
- Attachments & Comments – Users can add files and comments to support effective communication.
- Ticket Sharing – Employees can share tickets with team members for better collaboration.
- Assignment & Status Updates – The IT team can assign tickets to the right personnel and update their statuses.
- Notifications – Users receive alerts about ticket updates, keeping them informed about progress.
- Flexible Management – Tickets can be reassigned within the IT team, ensuring smooth task handling.
Business Benefits
The implementation of the Service Desk application has significantly improved the ticket management process, accelerating issue resolution and enhancing communication within the organization. Employees now have confidence that their requests are handled professionally, increasing overall job satisfaction. The IT department benefits from a structured tool that enables better task management and greater transparency in operations.
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