Ticketing System Architecture & Deployment
Building a Ticketing/Tracking System in Monday.com.
I was hired as a contractor at J.R. Simplot Company to assist with their migration from an old SiteCore intranet to a new one, using Simpplr. The migration took 6 months. Once complete, I built a ticketing system to handle the new intranet’s tracking of issues and requests.
Monday.com was the chosen project management tool we worked with in our business unit. Utilizing as many of its attributes as possible helped me build a ticketing system to adequately analyze and measure use and helped me stay on top of trends, respond quickly, and also track the issues and requests via visual analytics.
Construction
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When an end-user or stakeholder requests assistance, has a “how to” question, or wants to report a bug, their description is the main field.
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The reporting method is tracked: Did it arrive via email to one of the Communications team members, was it forwarded from elsewhere, or did it come from the IT tracking aparatus, a “desk drive-by,” or Teams?
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A field is provided to track whether the user has been responded to so that they know their issue is being addressed. Clarifying questions or requests for more info are included in the response.
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The business unit or department of the requestor is indicated for analytics use and tracking.
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The item is assigned to a team member or several, depending on the complexity and whose area the issue covers.
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The issue is resolved, and marked “done,” with the name of the team member who resolved it indicated. Also tracked is how long the issue took to solve from initial contact to resolution.
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Timer is set to go on when an item is added, and shut off when it’s done, recording the length of time to resolution. All analytics are tracked in charts on a dashboard for easy reporting.
Automation
Monday.com provides the ability to automate fields and actions in its tables.
Automations were set up to track an initial contact and start time-tracking when a new item description was entered. The status column would automatically change to “new” denoting a new issue.
Additionally, once an item was marked “done,” it was moved into another section, kept separately from active/unresolved issues.
Video Walk-through
Camtasia was used to create a how-to/walk through of the ticketing system in Monday.com. This is a recreation of the system I built for the client.