{"id":148153,"date":"2023-03-21T15:20:43","date_gmt":"2023-03-21T18:20:43","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/how-to-solve-the-open-tickets-of-your-company\/"},"modified":"2025-12-16T14:43:37","modified_gmt":"2025-12-16T17:43:37","slug":"how-to-solve-the-open-tickets-of-your-company","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/how-to-solve-the-open-tickets-of-your-company\/","title":{"rendered":"How to solve the open tickets of your company once and for all"},"content":{"rendered":"\r\n<p><span style=\"font-weight: 400;\">You may have heard this complaint at some of the companies you&#8217;ve worked for:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">&#8220;Wow! We always end the day with a bunch of open calls!&#8221;<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">To solve this, many companies desperately try to find new tools, new hires, or various other attempts at solutions that ultimately prove to be ineffective or too expensive &#8211; becoming unfeasible.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">On the contrary, solving these calls will start with the installation of a <strong><a href=\"https:\/\/itsmhouse.com\/service-request-management\/\">good service management process<\/a>.<\/strong><\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, today, we will learn, in practice, <a href=\"https:\/\/itsmhouse.com\/incident-and-problem-management\/\">Incident Management and Problem Management<\/a>, to finally end the piles of open calls.<\/span><\/p>\r\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-solve-the-open-tickets-of-your-company\/#Defining_Incident_and_Problem\" >Defining Incident and Problem<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-solve-the-open-tickets-of-your-company\/#Solving_the_problem\" >Solving the problem<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-solve-the-open-tickets-of-your-company\/#1st_Step_Treat_the_Incident_Immediately\" >1st Step: Treat the Incident Immediately<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-solve-the-open-tickets-of-your-company\/#2nd_Step_Solve_the_Problem_the_Root_Cause_of_the_Incident\" >2nd Step: Solve the Problem, the Root Cause of the Incident<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-solve-the-open-tickets-of-your-company\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Defining_Incident_and_Problem\"><\/span><span style=\"font-weight: 400;\">Defining Incident and Problem<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">First of all, some definitions are necessary:<\/span><\/p>\r\n<ul>\r\n<li><span style=\"font-weight: 400;\">An incident can be anything that causes a service interruption.<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">A problem is the root cause of an incident.<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">There is a warning to be made here: this correct distinction and categorization of terms is essential for the company&#8217;s internal organization, but it should never be used to correct a user who contacts announcing that they &#8220;have a problem,&#8221; even if, for the service desk, it is just an incident.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">This distinction is for us in IT and not for users. Users can and should call it whatever they want, after all, they are the ones being prevented from using the service that they probably want to start using urgently.<\/span><\/p>\r\n<p><strong>Remember: the ultimate goal of service management is to generate value for the customer, user, and stakeholders.<\/strong><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Solving_the_problem\"><\/span><span style=\"font-weight: 400;\">Solving the problem<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The solution is not always hiring new professionals because it demands new expenses with selection processes, training expenses, and maintenance of new employees. Expenses that can be easily replaced by training the employees we already have in effective management practices.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">The acquisition of new tools can also represent an expense, and moreover, they can be deeply ineffective. Why?<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">On the one hand, a tool can be too complex and confusing for a client, requiring technical information or categorization of concepts with which they are not familiar, all so that they can simply open a call.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">On the other hand, the tool may be too simple and not reach the specificity required for the incident to be recognized and treated. In many cases, this causes the need for the company to return to the client requesting more information about what happened.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, before selecting and acquiring tools, the company must have already clearly defined its processes so that the tools are aligned with its needs and culture. Tools are only useful when the process is already well aligned and established.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Once the definitions of incident and problem are understood, let&#8217;s understand how to establish these processes.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"1st_Step_Treat_the_Incident_Immediately\"><\/span><span style=\"font-weight: 400;\">1st Step: Treat the Incident Immediately<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">After opening a call, the immediate first step is to treat the incident, that is, to solve the service interruption that is causing headaches for your client as quickly as possible. This is where most of your efforts will be directed.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">For that, be quick. It is not acceptable, in the world we live in, for a company to take 24 or 48 hours to resolve an incident interruption. In many cases, this can mean incalculable losses for your clients.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Furthermore, responding quickly does not mean resolving quickly. There is no point in responding immediately to the call if you take several hours or days to resolve the interruption.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">At this point, it is not time to investigate the cause of this incident. Just solve it!<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Once that is done, we can take the second step more calmly and solve the root cause of the incident: the problem.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"2nd_Step_Solve_the_Problem_the_Root_Cause_of_the_Incident\"><\/span><span style=\"font-weight: 400;\">2nd Step: Solve the Problem, the Root Cause of the Incident<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">The faster you solve the incident, and the client returns to using the service normally, the more time you will have to solve its root cause: the <a href=\"https:\/\/www.axelos.com\/resource-hub\/blog\/problem-resolution-with-itil-4-guiding-principles\">problem<\/a>.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">What caused the interruption? Finding this answer is not your priority, especially when you&#8217;re swamped with open calls and incidents that need to be resolved. However, this is where the secret to reducing the number of accumulated calls lies.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">For this task, set aside a little time each week, even if it&#8217;s just one day. Don&#8217;t have that much time? Half a day. Still don&#8217;t have enough time? Set aside half an hour!<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Spend at least half an hour each week, without taking frontline workers away from solving incidents continuously. One or two employees working for a little while each week can do the work of identifying the causes of incidents.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">So, let&#8217;s get started!<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">First, identify the most recurring incidents, those that seem to have a similar but still unknown origin.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Then, also identify the incidents with the most impact, those that can cause major problems for your customers and therefore your company.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Once you have listed these incidents, determine the employee (or team) who will work for a little while each week to investigate the cause. The important thing here is to establish a routine of identifying the cause of the most frequent incidents and the most dangerous ones, and gradually addressing these issues.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">By treating their causes, these incidents will stop recurring, and the endless pile of open calls will finally start to decrease.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><span style=\"font-weight: 400;\">Conclusion<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Relieving your service center requires, above all, establishing and aligning a clear and effective incident and problem management process.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Tools and hiring can help, but without clear and well-known practices, they won&#8217;t be as effective as you imagine.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, immediate incident treatment and maintaining a routine of problem treatment should be your company&#8217;s priority in this battle.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">A more effective service center is one with well-established processes, a center that listens to its customers, that understands their difficulties in their daily lives. Service center professionals should be close to the customer and, above all, have a clear understanding of the business.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">The combination of a service center with these characteristics and a clear process aligned with business objectives and focused on generating value for stakeholders is not only the recipe for reducing calls but also a huge step towards your success.<\/span><\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>You may have heard this complaint at some of the companies you&#8217;ve worked for: &#8220;Wow! We always end the day with a bunch of open calls!&#8221; To solve this, many companies desperately try to find new tools, new hires, or various other attempts at solutions that ultimately prove to be ineffective or too expensive &#8211; [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148154,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8044],"tags":[10169,10100,9962,9571,9704,10150,10146,10102,10170,9502,9503,9452,10084,10171,9833,10172,10173,10151,10153,10174,10175,9853],"class_list":["post-148153","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","tag-central-de-servicos-2","tag-gerenciamento-de-incidentes","tag-gerenciamento-de-problemas","tag-gerenciamento-de-servicos-de-ti-2","tag-gsti-2","tag-help-desk","tag-incident-management","tag-incidentes","tag-incidents","tag-itil-2","tag-itil-4-2","tag-itsm-2","tag-mof","tag-pmg-academy-2","tag-problem-management","tag-problemas","tag-problems","tag-requisicao-de-servicos","tag-service-request-management","tag-service-requests","tag-tio-adriano","tag-verism-2"],"acf":[],"yoast_head":"<!-- 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