I'm trying to get ideas for creating a new page. We currently have two pages (one for requests and one for incidents). Employees get really confused on which one to go to and which ticket to put in for things. I'm working on implementing maybe EmployeeWorks, etc. so that they can have the experience of just asking and self-serving and having a ticket submitted for them with that. But in the meantime, I've been asked to recreate our ticket page.
My boss asked for things like:
One starting point for all tickets instead of two pages (omit certain things from them based on permissions).
No longer show the top 6 or 9 popular ones. Make better categories. Rename current tickets. Provide description for tickets to help better find what they need.
Can we add a search bar that only searches requests/incident ticket types? Can we add meta tags to any of the tickets to help?
If anyone has any guidance on giving the best employee experience for this, I would appreciate it! Adding screenshots of our current experience below.
Are you currently using Employee Center? I ask, because if taking advantage of Employee Center and their taxonomy - you would not have a need for separate catalogs based on incident or request. The end user would never see the catalog. This isn't the traditional breakdown of catalogs - it's more like IT, HR, Facilities (or whatever terms your employees know your departments as). Setting up the categorization/taxonomy, adding meta, description and short descriptions to your catalog items/record producers and ensuring AI search is enabled is the correct first step to help employees find what they are looking for via search.
Here's an example of taxonomy for just IT related things. Once you go to the IT page, you can have categories that are representative of different technology things (e.g., hardware, software). These "topics" if selected would show any knowledge articles or catalog item forms in one place to hopefully drive self-service more also.
For example, your taxonomy could be Member Services and Employee Services at the top level. Then under Member Services have forms for like "Member account maintenance", "Share/Loan Adjustment" and under Employee Services you could have "Employee authorization" form as well as child topics like "Technology" for your software requests, hardware issues. Your employees should not need to know what's an incident, request, etc from itil or task type perspective. Hopefully that helps.
