Tick
Up

TickUp

DigitalWiz TickUp is a great operational achievement and represents a significant cost saving by allowing to organize, assign and resolve requests and incidents of any kind that users need

Target

Any public company or organization

Technology

Online web application, either in the cloud, standard or on-premise

Requirements

Minimum: Any operating system that allows the use of common web browsers, both on the user side and on the server side

Coexistence with other business applications

DigitalWiz TickUp can be intertwined with other applications:

WizPilot

To manage projects

AssetManager

To have under control all the resources of the company, whether human or machine, furniture or real estate, tangible or intangible

Host

Company's Host, be it SAP, AS/400, hp Apollo, etc., which can be accessed through automated web services, or ERP

Others

Other applications of the company, whether they are web or not

The management of incident tickets and requests can become a "spaghetti"

There are a large number of companies and public organizations that must face the challenge of getting the processes to manage incidents and requests, but they often leave it in the queue "because there are other priorities".

The result is that it is common for this important issue to be neglected or, worse still, left in the hands of an outdated and/or poorly profiled application.

In the event that there is an application for this purpose but it is not up to par, a real ticket spaghetti can be generated, without clearly structured procedures, known and understood by users and staff, with lots of tasks that they do not receive the right feedback.

Everyone benefits from a more organized and realistic flow of incidents and requests:

The company gets a better return on its resources

Your managers can be more realistic when it comes to forecasting investments and expenses, and control and performance are greater

Employees avoid foreseeable and avoidable problems

Upgrading, a good option

In cases where the existing ticket system in a company does not work well, an upgrade is recommended: all existing data would be transferred to DigitalWiz TickUp, whether they are databases or files, and a study would be carried out on how to restructure them (group tickets, close the ones that really already are, etc.).

This would require the collaboration of the client company, since:
- It is the customer who knows how to group the tickets.
- It is foreseeable that doubtful tickets will be found.

Operation diagram

In this scheme, it is easy to understand what the ticketing workflow is like:

"My tickets" and "New ticket": the central axes of TickUp

When a user enters the application, the first thing that appears is the "My tickets" menu, which shows the most urgent tickets to be made, as well as a summary of other. Then you can enter the ticket you consider, to update its status.

You can add Office files (Excel, Word, PowerPoint, etc.), PDF, images (photographs or graphics), etc. or edit existing ones. In the case of an image, a "thumb" will be displayed on the same tab, to give a visual idea of its content.

When it comes to creating a ticket, then you will go to the "New ticket" menu.

Let's group the tickets

DigitalWiz TickUp allows you to group tickets, which helps substantially in your daily work.
In turn, the tickets can have sub-tickets hanging from them.
The grouping of tickects menu is crucial: it is a tabular summary, showing all groups, tickects and subtickects.
It offers a summary of quantities and also shows traffic lights, for greater visibility.
Filtering by initial letter allows access to the chosen group in an instant.

User List

There you can view all the accesses to the application: who has recently logged in, what tickets a user has created / edited, and their status.

We also see blocked vs. those admitted, and their hierarchy in the application.

We will be able to communicate with them instantly (if we have the right to do so).

The permissions of the users according to their hierarchy in the application can be seen in the "Users permissions" menu.

Operation

The application operates with speed, comfort, usability, security and reliability

Access is private (BackOffice), so that only authorized users can access it

Benefits

Facilitates fluidity in activities, reducing and controlling the volume of incidents

It prevents incidents from being hidden or forgotten, as well as the inappropriate use of email, decongesting it

It is not only an application, but a methodology that will allow the different departments of the company to function according to a coherent and up-to-date system

Contact for more info

DigitalWiz
Your Digital Company

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