Our users don't raise ticket actively. How can I push them to raise ticket first?

[Jeff74]

Users don't have raise tickets behavior in Asia.   They are used to asking our services via Phone, or walk in Person or via Messengers (Cisco Spark).

May I have your ideas how to politely push them raise tickets?   I don't want too push them to much and give our team lowest IT survey score.  It's dilemma.

Thank you very much.

[Moy1 · Accepted solution]

In my opinion the only way you can drive self service is by making users realise the value of it. Generally speaking, the experience of submitting a ticket and seeing it through to completion should be atleast as good as picking up a phone and calling the help desk. A few things that you should consider:

1) Service portal

2) Processess

3) Knowledge base

If you dont have a self-service portal, work on developing one. If you have one already, improve it's user experience and simply the process of submitting ticket. Use contextual search to deflect ticket creation by enriching your knowledge bases with use and updated content. Hire a knowledge manager to drive knowledge processes. Refine and redefine your processes. Are the processes too long for the end users that they lose interest in getting their tickets resolved? If it takes 5 days for a user to get a keyboard through raising a service request ticket or just a short walk to the helpdesk to do the same, which one is your user going to choose?

Sometimes the usage of phone and emails as means of requesting service is deep routed in an organization's culture. Employ/engage with OCM ( organizational change management) team to help you drive the change in behaviour and market it to your users.

[Jeff74]

Hi Moy,

Thanks for your answer.

[scott barnard1]

I agree with Moy

Enhancing self service is the way forward and service portal seems the logical focus area.

Give users the ability to serve themselves.

A big thing here is that they can serve themselves not just log a ticket via a different interface.

Selling that kind of self-service is harder as user will just perceive it as a block to you sorting their stuff out and get frustrated.

Personally I'd look at the top ten things requested by volume be they incidents or requests and grab the teams involved and map each one of them out.

Can we take steps out with better process or organisation?

Can we pass directly from user to correct fulfiller without intermediate steps?

Can we automate the delivery so the users can have what they need without agent intervention?

You may also have different communities. I remember one place where we had customer account managers that were pretty much the go to people for any of the seniors in their portfolio and travelled a lot so you would hear nothing from them then get a mail that was asking for 2 projects, 12 items, and wanted a chase on 3 incidents and to raise 3 more. Agents would "avoid" picking up their mail etc

Key for me is UX. If you can make the UX or User experience faster and more convenient to go via tools like the portal then folks will use them.

Weaning people off email is tough and dependant on your demographic it can be painful.

I'm really looking forward to Madrid when we can do more mobile apps and develop another channel. 

[Jeff74]

Hi Scott,

Absolutely!  I agree with you and Moy.

Thanks a lot for your ideas.  They are really useful.

Currently we produce IT-Tips every 2 weeks and put them into Knowledge database or History Tips on SharePoint.