If you use Zendesk, you may already know how to use triggers to improve different aspects of your workflow. But did you also know using triggers can also massively expand the number of metrics and KPIs you can track? Triggers are a great way to improve your Zendesk reporting by surfacing custom metrics that are particularly granular or complex. In Zendesk, Triggers are event-based system actions that run on either ticket creation or ticket updates.

When we originally developed our products, and as we improve them over time, we are always oriented towards solutions we want to use. And there is no better proof than showing you how effectively InvGate uses InvGate Insight to implement our IT Asset Management (ITAM). Ricardo Mariño, Internal IT at InvGate, shared with us a thorough behind-the-scenes look at how Insight plays a crucial role in our day-to-day processes and operations.

Shared services are a way for organizations to centralize and consolidate business operations. Although IT Service Management (ITSM) practices were originally developed for IT, many departments across businesses that provide and receive services on a daily basis have recognized its utility and started to incorporate some of its best practices. The shared services approach provides a common ground to do exactly this.

Effective Ticket Queue Management prevents tickets from piling up on your service desk and ensures that customer issues are addressed promptly. On the other side of the road, an overloaded ticket queue can lead to delayed responses, frustrated customers, and a drop in overall customer satisfaction. If you haven’t defined a clear ticketing process flow, or your customer base suddenly starts growing, you might find that your queue gets messier and more difficult to manage.