I need to find a ticketing system that has a very particular functionality. I ha
ID: 657629 • Letter: I
Question
I need to find a ticketing system that has a very particular functionality. I have a very large form, with three areas: Support, scheduling, and catering. And I need the system to do this:
When the end-user fills out all three areas on the one single ticket form, a unique ticket will be sent out to each corresponding group admin, for a total of three different tickets. In other words, the catering admin will get a ticket that has the catering info, the support admin will get a ticket with support info, etc.
I've seen SysAid and the use of categories, but their software doesn't quite do what I need. I'm tasked with having only one form with all three of these areas, which will split off into three different tickets, as I mentioned above.
I need recommendations on what softwares can do this, please. Also, my organization prefers a flat rate (as opposed to monthly fees) for the cost of this software (bonus points there).
Explanation / Answer
It looks like the described model doesn't allow end user to receive the feedback and communicate effectively with each group.
Let's imagine that information provided is not enough for the Support admin and he can't start working on the task. Another scenario: admin believes he resolved the task, but it's not exactly what end user wanted. Probably the description was not enough or there are mistakes (bugs).
That's why I would rather prefer to create tasks separately, but using hierarchy:
Your request as a parent task
Support part subtask (assigned to Support admin)
Scheduling part subtask (assigned to Scheduling admin)
Catering part subtask (assigned to Catering admin)
I am using such functionality in JIRA. However, I believe there are many other tools that can do it.
Using this approach user and admin can move every subtask back and forth to make sure it meets end user's expectations.