Technology Companies – Internal IT/HR Ticketing Workflow
Standardize and speed up employee requests with adaptive questioning, priority routing, and auto-creation of tickets in ServiceNow/Zendesk/Jira.
Employee Request
Employee submits a need (hardware, software access, HR letter, account change) via portal or chat.
“Need a new laptop for data analysis.”
Adaptive Survey
Asks only what’s required: device type/brand, RAM/SSD, must-have software, accessories, and due date.
AI: “Any brand preference? Which software must be preinstalled?”
Priority & Routing
If the user marks ‘urgent,’ the platform applies a ‘priority replacement’ tag and routes to the right queue/SLA.
Priority: High → Routed to ‘IT-Asset Fulfillment’ with SLA 24h.
Completion Logic
Stops once all required fields are captured; suppresses irrelevant prompts (e.g., no software section for badge replacement).
All mandatory specs captured → intake ends and confirms summary.
Ticket Creation
Generates a standardized ticket with fields mapped to ServiceNow/Zendesk/Jira, including requester, approvals, and dependencies.
Ticket: ‘Laptop Replacement – 32GB/1TB, Python + Tableau’ with approval request sent to manager.
Status & Handoff
Requester gets live status updates; IT/HR sees complete context. SLAs, due dates, and next steps are tracked automatically.
Status: ‘In Procurement’ → ETA: Tomorrow 3pm → Pickup desk: 4th floor.
Key Benefits
Transform your workflow with these powerful advantages
Fewer follow-ups; all required details up front
Faster routing with priority-aware tags and SLAs
Consistent, standardized tickets in existing tools
Happier employees through clear, timely updates