Redefining the Service Desk – Does that help? -- Spoke

Most of us are familiar with traditional ticketing systems or service desks. Someone makes a request, it's managed in a queue, and someone responds. Filing a service desk ticket is how we get our computers fixed, update our health insurance, or complain about the office printer. We log into clunky tools using desktop browsers, search forever for the right link, fill out a complicated form, throw it in a black box, and wait. On the other end, service managers track requests, in slow, inconvenient tools, answering the same questions over and over again.