...
- A third approach is a ticket system, which uses ServiceNow
- Ticketing systems are superior when you expect to receive a lot of requests that have tasks associated with them (E.g. You are being asked to provide support to a group, you need to coordinate reservations, etc...)
- Emails are sent to a moira group email, then processed by the ticketing system, which notifies you via email at your Kerberos account
- You can reply to these emails when responding to the user just as you would respond to them directly
- All related emails are associated with the specific ticket
- Tickets can have statuses (Open, On Hold, Closed...) as well as custom categories (Work Request/AV, Work Request/Printer Setup, etc...) which can help for reporting purposes in determining where most of your time is spent
- Provides substantial reporting capabilities (See the number of requests, when they come in, the type of requests, average time to resolution...)
Read more about MIT's ServiceNow Ticketing system here. You may also want to watch the first several minutes of this training video which has a brief overview on ticketing systems.
Contact Relationship Management (CRM) System - On the roadmap; not implemented yet
- A Contact Relationship Management (CRM) system is used to keep a history of interactions your organization has with individuals and organizations
- Interactions can include emails, phone calls, events they have attended, donations they have made, social media posts they have interacted with, and more
- Similar to a ticketing system, but more focused on the relationship you have with an individual as opposed to a task-based workflow
- Provides substantial reporting data
- Expected to be available sometime in 2024-2025