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Trouble-Ticket-System Kanban for IT support

Processing of tickets, bugs and help desk queries according to the Kanban method

A popular method to make the processing of tickets more agile and transparent is the kanban method. When handling bugs, complaints and support requests, it is necessary that all team members are always informed about the number of tickets and the status or ticket progress. Therefore, the kanban method is used to keep all tickets on a board. The processing stages are displayed in various phases: „Input“, „Assigned“ and „Completed“. The tickets will move from left to right on the Kanban Board during the process. According to the pull principle, employees assign themselves the tickets themselves.

Start of a Kanban project

To be able to start with the Kanban method, open bugs, helpdesk queries, go into the input phase. Each ticket is written on its own kanban card. The team determines how many tickets can be processed in parallel. According to the Kanban principle, only so many tickets can be released, which can also be edited at this time. This is the only way to „flow“ the work.

Fast ticket distribution and transparency

To ensure that all employees have an overview of the current status, all tasks on the kanban table are held. The layout of the tickets is accessible to all employees at a glance. In addition to the team view in which all team records are visible, the employee view shows which tasks the respective employee is processing. The prioritized or open tickets are in the left column of the board. Inquiries and problems that have been assigned to employees migrate to the second column. Completed tickets move to the rightmost column.

The tickets can be processed according to the „Fifo“ principle (First in, first out) or according to urgency. Other parameters are schedules and tolerances for exceeding machining times. With the visualization, the utilization of the support staff can be better viewed. The participants should be able to easily identify the number of tickets with which tasks and what status they should be waiting for. The classic Kanban model has three columns. The following phases can be set up for IT teams:

  • Entrance: open tickets, bugs, support requests
  • Assigned: Ticket assigned to an employee / team
  • Completed: Ticket processing is complete and has to be checked
  • Reopened: ticket processing was faulty, ticket has to be reworked.
  • Completed: Ticket can be closed

 

 

Daily meetings and control of the processes

For Kanban to function well, the Kanban board should be used for regular meetings. The discussions are among the most important agile principles. Ideal are 15-minute daily meetings. The participants can discuss the current situation and adopt the next steps. Which tickets have already been processed and which are still in progress? On the blackboard bottlenecks in the resources and problems with the processing of the tickets are very fast.

The most important Kanban rules for the IT Helpdesk

Through regular checks and measurement it is possible to determine how well the processes are organized in the help desk and how they can be further optimized. With the visualization and analysis of important key figures – average processing time, processing costs. Number of support requests – the performance of the team and individual employees can be better assessed.

  • Entrance: open tickets, bugs, support requests
  • Assigned: Ticket assigned to an employee / team
  • Completed: Ticket processing is complete and has to be checked
  • Reopened: ticket processing was faulty, ticket has to be reworked.
  • Completed: Ticket can be closed

 

There are also conflicts in agile project management

For the implementation of plans, measures, it is important that the team is harmonized. The advantage of an agile process: lack of performance of the participants is very fast. How quickly were bugs fixed? How carefully did you work? How many tickets had to be reopened? Excuses are revealed early in the regular meetings. Further conflicts can arise when employees want to dominate others or discussions are not conducted on a factual level.

Online ticket system with kanban board

With TimO, you can capture and manage service teams‘ bugs and helpdesks easily and efficiently. All support requests end up in the central ticket department. Bugs and inquiries can be recorded via e-mail or directly in the ticket software. Tickets are allocated and forwarded automatically. All tickets are displayed on the kanban board. With the help of schedules, tolerances and emergency levels, team leaders can control ticket processing. The cloud-based ticket software scores with many functions. With the integrated time recording module, the processing times of tickets can be recorded and settled.

Test the TimO trouble ticket software with Kanban board 30 days free and without obligations.