Individual Ticket System – More Structure, Less Chaos

Unclear responsibilities, long response times, and a lack of traceability – this was the picture of the IT support day at one of our customers for a long time. This led to the desire for a central platform that structured, prioritized, and documented technical requests. However, instead of relying on a standard solution, a customized application was developed together with the customer – tailored to the specific requirements and user groups in the company.

Top Goals: Transparency, Clear Processes, and Structured Support

In the working day, IT requests quickly accumulate – via email, phone call, or direct visit to the desk. For the IT team, this meant high stress, lack of overview, and repeated follow-up questions. The employees often didn't know if their concern had even arrived or was being processed. The goal of the project was to create a uniform platform that:

  • illustrates the support process transparently
  • simplifies communication between IT, employees, and service providers
  • makes technical problems solvable faster.

The ticket system should not only create clarity, but also lead to better documentation, traceability, and cooperation in the long term – across departments and efficiently.

Implementation: Customized Solution for all User Groups

A standard solution was not an option. Instead, an individual ticket system was developed, which is tailored to the internal structures and workflows. The platform was set up to consider three different user groups:

  • IT Team: Access via a web application – with functions for creating, editing, and prioritizing tickets.
  • Employees: Access via a user-friendly desktop app – for submitting and viewing requests.
  • External service providers: Access via the web application – with restricted rights to process assigned tasks.

Through this differentiation, all parties can work efficiently together without information losses or unclear responsibilities. The introduction took place in a step-by-step manner, accompanied by practical guidelines, internal training, and an agile feedback system.

Special Success Factors: Visual Development & Close Cooperation

A key factor for the project's success was the early use of a Click Dummy. This allowed requirements to be captured visually, ideas to be tested quickly, and adjustments to be discussed directly with all parties involved. The close coordination with the user groups – particularly with IT and selected departments – ensured that the system was developed in a practical way and immediately gained acceptance. Since then, all parties have benefited from faster response times, clearly documented processes, and a new overview in the support day. The ticket system is today an indispensable part of the working day and is continuously further developed and expanded with new features.