„I’ve opened a ticket for it.”
The phrase that makes some IT people react as if a smoke grenade had been thrown into their midst. Yet a ticket isn’t an attack. It isn’t a passive-aggressive message. And above all, it isn’t a „What haven’t you done this time?”…a kind of passive reference. The ticket: an opportunity. A common language. A starting point – towards a better IT process.Why is ticketing such a hassle?
In most places, the ticketing system is actually perceived by the general public as a modern-day complaints book. But that’s not what it’s meant to be. Here are a few common misconceptions:- „If a ticket is opened, it means we’ve messed something up.” No. It means someone noticed something – and let us know. We’re always very pleased when that happens.
- „Every ticket is just another task.” A ticket is often a written record of an existing problem, which makes IT faults traceable and easier to manage for the whole team.
- „I’d rather give you a call.” Then we forget about it. There’s no trace of it. There’s no way to follow it up. We don’t learn from it.
Why are tickets useful? – In short: scalability
As long as an IT team is small, it is possible to work „by feel”. But as the number of users grows or systems become more complex, ad hoc solutions cannot be scaled. The ticket system:- plunges the system into chaos
- makes it possible to look up events
- makes the workload transparent
- helps you prioritise
- and, most importantly: provides a foundation for learning
A well-structured ticketing system for the IT team protective shield, not his crucifixion.
How NOT to use the ticketing system
There’s a certain type of IT professional who uses the ticketing system out of necessity – and that’s exactly what it looks like:
- 3 words: „the machine isn’t working”
- no category, no description, no screenshot
- 87 open tickets, 0 closed
- Instead of comments: „Give Pistiké a ring”
This isn’t ticketing. It’s digital chaos.
If we’re going to use it, let’s do it properly. A good ticket contains three things:
- What’s the situation now?
- What would the expected behaviour be?
- What happened between the two of them?
And what if there’s even a screenshot? An IT person’s heart skips a beat. ❤️
Ticketing: the foundation of our knowledge base
If you do it right, the ticketing system self-study system will be.
For every ticket sold:
- lesson
- description
- workflow
- potential FAQ content
And when a new colleague joins, their learning process isn’t about „asking Géza”, but about typing a keyword into the ticket system – and seeing what happened previously.
Final thought: a bug report isn’t the enemy – it’s a superpower
In an IT hero’s arsenal, a ticket is like the grappling hook on Batman’s belt.
It’s not always cool. Sometimes it’s a pain when it keeps popping up on your screen. But when there’s a problem – that’s when It’s great that it’s there.
And what if you still feel that the ticket is just „paperwork”?
Imagine that moment when you’re looking for information about a backup error you encountered three years ago… and there’s the ticket, there’s the solution, there’s the lesson.
Well, that’s the real highlight of the ticket.
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