“I’m going to need those TPS reports… ASAP. So, if you could do that, that would be great.” – Bill Lumbergh, Office Space
In the world of Managed IT Services, many service desk managers can remind us of Bill Lumbergh from Office Space. Lumbergh’s monotonous demand for TPS reports mirrors the insistence of some IT managers on having everything documented in a ticket. While this approach might streamline processes for IT engineers, it often frustrates end users who prefer more direct forms of communication. At Resonate, we believe in the death of tickets and have embraced innovative solutions to make IT support more user-friendly and efficient.
The Ticket Tyranny
Service desk managers at IT companies often emphasize the importance of creating tickets for every issue. This practice, much like Lumbergh’s obsession with TPS reports, is designed to keep things organized and trackable. IT engineers prefer this method because it allows them to prioritize and manage tasks systematically. However, for end users, the process of creating tickets can feel cumbersome and impersonal. They would rather pick up the phone or start a chat to get immediate assistance. This disconnect highlights a common issue with non-centric IT providers who prioritize their own convenience over the client’s experience.
End User Frustrations
End users often view ticket creation as an unnecessary hurdle. They might think of it as a rule imposed by lazy IT providers who don’t want to deal with direct communication. This sentiment is akin to the frustration felt by the employees in Office Space who were burdened with redundant TPS reports. The reality is that many end users prefer quick and personal interactions, whether through a phone call or a chat. They want their issues resolved promptly without the hassle of filling out forms and waiting for responses.
Resonant’s Revolutionary Approach
At Resonate, we have killed the TPS reports, aka tickets, because we believe in the death of tickets. We understand that our clients value speed and efficiency, which is why we offer lightning-fast response times through phone calls and chats. Our state-of-the-art AI system automatically creates tickets on behalf of the users, so they never have to deal with these pesky tickets again. When you call, our AI sounds like a real person, ready to assist you without needing your life story. This approach ensures that our clients receive the support they need in the most convenient and effective manner possible.
Conclusion
The insistence on ticket creation in IT support can often feel like a scene straight out of Office Space. At Resonate, we recognize the importance of making IT support accessible and user-friendly. By eliminating the need for tickets and embracing advanced AI technology, we provide a seamless and efficient support experience. We might just be the rainbow-colored unicorn in IT support, and we would love the opportunity to start a conversation and explore how we can best support your needs.
David Walter is an author, speaker, and sales trainer. His claim to fame came from a cold-calling hot steak, during which he set 15 appointments a day for six months straight. He later ran a marketing call center, helping companies make millions. His book is a # 1 Best-seller on Amazon. He is now the VP of Growth at Resonant Technology Partners, a Lyra Technology Group Company.