Helpdesk (Ticketing System) Setup

#The problem

Support requests arrived scattered across email, phone and messages. Nobody could tell who had which request, how long it had waited, or whether it was solved.

#What I did

• Set up a helpdesk system that turns emails and web form submissions into tickets automatically.
• Defined rules that route tickets to the right team or person by topic.
• Set priority levels and SLA targets for response and resolution, with alerts for tickets nearing their deadline.
• Built a knowledge base for common issues so users can solve simple problems themselves.
• Added automatic status emails to requesters and a satisfaction survey.
• Trained the team on the system and enabled weekly and monthly reports.

#The result

Every request is in one place and nothing gets forgotten. Response times and team workload are clearly visible in reports.