Club Corp moving to a new ticketing system
January 2017
In the field of Technical Support, it is imperative to keep a record of all of the calls that were taken. The best way to do that is to write everything down, that was done during that call, so most Tech Support departments have a ticketing system.
When I had first started working at Club Corp they were getting ready to transition to a new ticketing system called ServiceNow. ServiceNow is a popular ticketing system throughout the tech world, so it was a great decision for Club Corp to make the switch.
Being new and inexperienced with the company, my supervisor believed the best way to get a grasp of what type of issues I would see daily would be for me to move tickets from the old ticketing system to the new one. So, for two weeks I spent 80+ hours transitioning 5000+ tickets from one system to the next.
ServiceNow is not only a ticketing system but also a place to store Knowledge Base articles. After all of the tickets were moved for each department, I then had the opportunity to move the knowledge base articles from multiple network drives to ServiceNow. There are now 100+ Knowledge Base articles in Service Now and continuing to grow as more issues get resolutions.
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