Death to the ticket!
Our point of view on the past, present and future of service.
Connecting people to work on service requests is manual and takes tremendous effort.
Tracking the communication of those people is done by people and at best effort. Customers are getting bad service, and IT providers are spending more money than ever to provide it.
The problem stems from the approach the world is using: Tickets.
A short history of service
Tickets are used as people are forced in to face to face interactions with lines
The history of help desk software dates back to the 20th century when businesses relied mostly on face-to-face interaction to resolve customer issues.
First service desk invented in 1890 with the invention of the phone
With the invention of the telephone in 1876 and the telephone switchboard in the 1890s, the help desk assumed a better approach. Customers were able to reach their company and voice out their problem over the phone system.
Ticket comes back as a punchcard into mainframe service desk software
Companies started using equipment like dictation machines, typewriters, and dumb terminals with access to a mainframe computer to address customer issues.
Customers would submit paper forms or communicate their issue by phone to customer service agents who would seek avenues to handle the issues.
The problem has been the same since 1800s, just at the biggest scale ever. Customers are forced to go to platforms they are spending less and less time on to get serviced. Call us here. Email us there. But customers are spending the majority of their time in tools that allow for them to collaborate with their teams, like Slack or Microsoft Teams.
MSPs on the other side are struggling to scale. As they grow in size, they have to bring in the “Dispatcher” Role, that focus on being air traffic control. Routing tickets to people and following up with people to ensure they are updating their tickets. Who ever wears this Dispatcher hat, also has to keep following “aging” service requests. These are requests that came in a long time ago and haven’t been resolved. The additional time spent to manage these requests and the amount of time it takes to resolve has lead to growing costs. Ultimately increasing the cost of service for the customer.
The result? Customers are getting worse service at a higher price. This is why we believe that the Ticket is creating the wrong point of view to make service magic.
We believe that great service can only happen by connecting people. And when you start to look at the problem of [IT] service requests as a problem of connecting the right person at the right time, it becomes clear that we need a new approach. We need to use an approach for connecting, communicating and ultimately collaborating. We believe that the way to do this is with the help of threads. Threads allows people to come together around a topic. They can discuss and make decisions. They can share and invite the right people. We believe that the future of service is collaborative.
Time to take action
This is for all the rebels out there, the ones that feel something is not right. You are right. And only you can change it.
**You are the best at what you do.**
You’ve found your calling, when your whole family was calling you to fix their computers. Today, you and your colleagues are the best in your town and the best at what you’ve decided to focus on.
That’s why your customers chose you. Now you need to choose your customers and rebel against the norm.
Death to the ticket! You don’t like them, your customers hate them - what are we all waiting for? It’s time. Join us on the journey to change IT services forever.