Ticketing Reports

This 2nd level support department receives 100's of tickets each day from numerous sources including two different ticketing systems, MS Excel lists, and .CSV files. All sources have different formats and varying degrees of detail. Managers previously had no visibility to tickets. Issues normally floated to management through 'word of mouth' resulting in a fire fighting culture. With the BFC solution: - All ticket sources are loaded into one BFC Reporting database on a daily basis - BFC Reporting establishes due dates based on severity, queue, and ticket type - A common set of reports is distributed via email to staff, managers, directors, and users by 9am each day - Managers receive reports only for tickets in their queues - Common ticket view focuses subsequent discussion on problem tickets only - SLA's are clear and visible so no time needs to be spent on tickets that are within SLA - Weekly and Monthly metrics are readily available and published from the database including substantiation