IAG Desk
IAG Desk – Support Requests and Ticket Management
Every request with a number, an owner and a clear status
- My tickets
- All tickets
- Teams
- Knowledge base
- Reports
| Ticket no. | Subject | Priority | Status |
|---|---|---|---|
| T-1001 | Cannot access email | High | In progress |
| T-1002 | Printer not working | Medium | Open |
| T-1003 | System access request | Low | Closed |
| T-1004 | AC fault on floor 2 | Medium | In progress |
Purpose
IAG Desk aims to organize requests that today arrive by phone, email and scattered messages: each request is logged as a ticket with a reference number, categorized, assigned to a responsible team or person, and tracked until closed. The concept suits internal IT support, maintenance requests and customer or visitor service in organizations.
- IT departmentsReceiving fault, equipment and access requests from staff.
- Customer service teamsNeeding to track complaints and inquiries until resolved.
- Maintenance and facility teamsIn hospitals, buildings and multi-site institutions.
Typical workflow: A support request is solved
- RequesterSubmit the request
The requester submits the request via a form or email; a request number would be assigned automatically.
- SystemCategorize and assign
Based on category and priority, the request would be routed to the responsible team, with a response target attached.
- Agent or technicianProcess
The agent accepts the request, asks follow-up questions if needed and documents every step in the history.
- Team supervisorEscalate if needed
If the response target is at risk, the supervisor is notified and can reassign or escalate the request.
- Agent or technicianSolve and close
The solution is documented and the requester notified; useful solutions could be added to the knowledge base.
- RequesterConfirm
The requester confirms the solution or reopens the request within a defined period.
Possible application for illustration only. Steps and screens are design drafts; the actual workflow is defined per project.
Planned functions
- Multi-channel intake Planned
- Tickets from a web form, email or manual entry, as agreed.
- Categories and priority Planned
- Configurable categories and priorities per request type.
- Assignment and escalation Planned
- Route tickets to teams and escalate when an internal deadline is exceeded.
- Response targets Planned
- Define target response and resolution times and track adherence.
- Conversation history Planned
- Every reply and internal note recorded on the ticket.
- Knowledge base Planned
- Internal or user-facing solution articles.
- Performance reports Planned
- Ticket volume and resolution times by team and category.
Planned roles and permissions
| Requester | Agent or technician | Team supervisor | System administrator | |
|---|---|---|---|---|
| Submit requests | Yes | Yes | Yes | — |
| View requests | Own | Department | Department | — |
| Process and comment on requests | — | Department | Department | — |
| Reassign and escalate requests | — | — | Department | — |
| Edit knowledge base articles | — | Yes | Yes | — |
| View performance reports | — | Own | Department | — |
| Configure categories and response targets | — | — | — | Yes |
- RequesterSubmits the request, follows its status and answers questions.
- Agent or technicianHandles assigned tickets and documents the solution.
- Team supervisorDistributes tickets and monitors deadlines and escalations.
- System administratorConfigures categories, teams and permissions.
Operating models
IAG Desk can be operated in one of three models: managed cloud, a private cloud dedicated to the organization, or on-premises installation in the organization's own data center. The choice is made per project based on data protection requirements, available infrastructure, connectivity and internal policies, and is documented in the implementation plan.
The operating model (managed cloud, dedicated private environment or on-premises installation) is decided per project.
Introduction and training
Map current request channels and request types
Define categories, teams and response targets
Set up the request form and notifications
Pilot with one team
Train teams and communicate how users submit requests
Maintenance and support
- Technical support via a ticket system
- Help building the initial knowledge base
- Updates and maintenance according to an agreed plan
Data takeover
Open requests, contact lists and existing solution notes from email inboxes, Excel lists or older ticket systems would be reviewed with the organization. Open requests could be imported with their current status; older closed cases would be taken over only where useful. Existing instructions could serve as the basis for the knowledge base. The import would be tested on a sample and taken over only after approval.
Training
- Training for agents and technicians on processing, documenting and closing requests
- Training for team supervisors on assignment, escalation and reports
- Short guide for requesters on submitting and tracking requests
- Administrator training on categories, response targets and permissions
Frequently asked questions
Can external customers submit requests?
The scope can include an external request form; this is defined together with security requirements in the project.
Does it integrate with email?
The concept includes creating tickets from email; connection to the organization's mail server is assessed per project.
Should passwords be sent through tickets?
No. Passwords and confidential data should not be sent in tickets, and users are told so during training.
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