Regarding the end-user’s view when selecting and submitting a ticket.
There is often a disconnect between the teams that determine the names of ticket forms and the end-user perspective.
To remedy this, I was thinking about the AI field SNOW has on the Agent view of a submitted ticket.
What if the end-user had the option to write a short description of their issue and select a system/subject, their management level (individual contributor, people manager, HR partner, etc.), and task (or whatever top three work for the type of ticketing system). Then AI would select the appropriate form for them to complete as well as add tags based on keywords in the description written by the end-use once the ticket is created.
• For example, an IT experience, might be system/subject = password reset, management level = individual contributor, software or hardware = software.
