IT Support Company
Use Case: IT Support Company
Architel provides computer and network support to more than 70 clients in North Texas. Their service is unique in that they provide their clients unlimited, all-you-can-eat IT support for a flat monthly fee. The typical client has between 20 and 100 end-users. Each of the 2500+ end-users has a SimpleTicket trouble ticket icon on their desktop. Whenever they have a problem they click on the icon and create a trouble ticket. One of Architel’s Dallas or Manila based help desk technicans opens the ticket and attempts to resolve the issue remotely or schedules an engineer to visit.
Previously Architel utilized a Lotus Notes based ticketing system developed in-house. The old solution was difficult to support, provided very few statistics, and did not provide transparency into the ticketing process for clients. SimpleTicket has allowed Architel to provide clients the ability to review the status of tickets and recieve that information via RSS. It allows Architel to provide its engineers with the ability to ‘tag’ various tickets for easy retrieval. SimpleTicket saved Architel more than $45,000 in licensing cost for a similar non-open source option.
