Chaos at the bustling office of Initech…

You're a member of Initech’s IT department, a small team of five providing tech support for 200 employees. You and your four team members are facing an uphill battle. A critical software issue emerged earlier in the week, threatening to disrupt Initech’s security and all of its operations. 

As the clock keeps ticking, you and the IT team have been huddled around your screens, frantically troubleshooting the problem.

However, the constant flood of employee IT support requests unrelated to the software crisis–password questions, access requests, and other basic IT woes–is shattering your focus.

Each ping of a new support ticket feels like a weight added to your shoulders. Frustration is mounting as your team struggles to prioritize the urgent software fix, while your other colleagues are growing impatient with the delays to their IT issues and productivity.

The ripple of discontent that started in IT has spread to the entire company.

Harmony at the office of Initech…

After this emergency, and the stress that nearly broke Initech’s IT team, you lobbied to implement Risotto, a standout among the best IT ticketing systems.

With the implementation of Risotto, the chaos that once plagued Initech’s office has transformed into a streamlined process, allowing your team to efficiently manage incoming IT requests. 

When another tech emergency arises–an attempted ransomware attack on your network–Risotto proves its worth by escalating critical issues and solving non-urgent tickets on its own. This enables your IT team to maintain focus and resolve the crisis swiftly. 

As a result, harmony is restored within the bustling office of Initech.

This may be a fictional scenario, but the data doesn’t lie; IT teams are stretched thin. According to one report, “IT talent shortage affects 76% of companies” and another report from IDC Research states that “...by 2026, more than 90% of organizations worldwide will feel the pain of the IT skills crisis…”

Without enough employees in IT support, chaos can ensue. Even a regular day without any emergencies can see IT staff struggling to keep up with the support tickets from employees. However, an IT ticketing system can reduce the burden for your IT department, streamline IT processes, and bring harmony to your organization. In this article we’ll discuss why Risotto stands out among the best IT ticketing systems.

Understanding IT Ticketing Systems

IT ticketing systems are essential for internal IT support management. The best IT ticketing systems make it easier for organizations to handle IT requests and issues. These systems bring together employees in departments across an organization and their IT department, making sure tech-related problems are solved quickly. 

Definition and Overview

IT ticketing systems are software apps designed to manage and track tech support requests, often referred to as “tickets.” Employees submit tickets for various IT issues, while their IT teams prioritize and resolve these requests systematically. This structured approach enhances employee satisfaction and enables timely responses.

Key Features of the Best IT Ticketing Systems

An effective help desk ticketing system should encompass several key features, including:

• Automated Ticket Routing: This feature assigns IT support tickets based on predefined rules to ensure prompt attention from an IT team.

• Self-Service: This empowers employees to find solutions independently, reducing unnecessary workload on IT support teams.

• Collaboration: This facilitates communication among team members and with the ticketing app, for efficient problem-solving.

• Reporting and Analytics: The best IT ticketing systems should provide insights into IT department response times, ticket volumes, and performance.

Why Risotto Stands Out Among the Best IT Ticketing Systems

While the landscape of IT ticketing systems may be crowded and noisy, Risotto distinguishes itself even amongst the best apps.

Here is what Risotto brings to the table:

1. Risotto’s AI-Powered Automation

Risotto was built for automation. Its AI chatbot can answer common IT questions and requests for employees, automating up to 60% of tier-1 tickets. Its responses to issues are rapid and for any complex IT questions/requests it can’t answer, it has the intelligence to escalate and route the ticket to the IT team.

2. Risotto’s ChatOps in Slack

Central to Risotto's effectiveness is its seamless integration with Slack. This feature fosters streamlined communication and collaboration among teams and IT departments. Employees can submit tickets easily right within their existing Slack chat environment. This enhances accessibility, responsiveness, and organization.

3. Risotto’s Unified IT Help Desk

By consolidating internal IT support services into a single platform within Slack, Risotto eliminates the chaos often associated with managing multiple systems. This cloud-based help desk solution simplifies workflows and enhances employee satisfaction.

4. Risotto’s IGA/IAM Automation

Risotto’s automation features don’t stop with ticket deflection. Risotto is intelligent enough to automate Identity Governance and Administration (IGA) and Identity and Access Management (IAM) for organizations. For example, an employee simply pings Risotto’s chatbot within Slack requesting access to Salesforce for an hour. Risotto can grant access to the employee and set the time limit for one hour, all without needing assistance from the IT department.

5. Risotto’s Success Metrics

Risotto also offers data-driven insights to improve IT support performance. The platform allows organizations to track common inquiries, providing valuable data to improve communication and address recurring issues within an organization.

Key metrics to track using Risotto include:

• Ticket Resolution Time

• First Contact Resolution Rate

• Volume of Automated Resolutions

• Employee Satisfaction Score

To learn more about internal IT support KPIs, read Risotto’s article “Internal IT Support KPI: How to Use Data to Improve Response Times and Issue Resolution.”

Risotto vs. Other Leading Ticketing Systems

When comparing IT ticketing systems, it's essential to examine the key factors that influence decision-making for organizations. Below is a comparison between Risotto and Zendesk, another prominent player in the support ticketing market.

Slack Integration

Risotto works with Slack in harmony. It integrates seamlessly with the platform, providing a unified help desk experience and centralizing support requests. 

Zendesk does integrate with Slack, but not at the same level as Risotto.

User Experience

Risotto doesn’t require much of a learning curve for employees to submit request tickets or for IT staff to respond to tickets. If a team already knows how to use Slack, they know how to use Risotto.

On the other hand, Zendesk can be complex for new users, requiring more time for training and onboarding. It requires using the entire Zendesk platform, in addition to using it in Slack.

Purpose-Built

Risotto was built with IT teams and their internal IT support processes in mind. Zendesk was originally built for customer service teams, and later evolved into helping internal IT teams.

Pricing

Risotto offers competitive pricing models that scale with business needs, promoting cost-efficiency.

Zendesk tends to have higher pricing tiers, particularly for advanced features, which may not be suitable for all budgets.

Conclusion: Choosing the Best IT Ticketing System

Investing in a robust ticketing system is essential for organizations aiming to enhance their internal IT support processes. Here are the key benefits of using Risotto, a standout among the best IT ticketing systems:

• Streamlined Support: Risotto centralizes all support requests within Slack, improving response times.

• Automation Efficiency: Risotto deflects up to 60% of tier-1 tickets through its intelligent AI, allowing IT teams to focus on complex issues.

• Data-Driven Insights: Risotto tracks performance metrics, enabling organizations to make informed decision-making for continuous improvement.

By transitioning from chaos to harmony with Risotto, organizations can ensure exceptional employee experiences while optimizing operational efficiency. 

Embrace the strengths of the best IT ticketing system and witness transformative results in your internal IT support operations. Book a demo with Risotto today.