Colorado State University

In an effort to improve the CNSIT support experience, I have put together the following reasons for using our CNSIT ticket system instead of a direct email.  So, read through this article, and be sure to submit a CNSIT ticket when you next need support!  It is way faster and more convenient for both CNSIT staff and those we support.

Click here for the CNSIT ticket system!

1. Centralization

If CNSIT has a number of staff working on the same issue, then trying to keep track of a single problem using direct email can be difficult.  With email, you have to ensure that the correct person is always copied on the message, and in some cases you might have to hunt through multiple inboxes to find everything you need. The CNSIT ticket system, however, ensures that all the relevant information is centralized in one place so that it’s available when you need it. This also means that if you need to access the information months or even years later, you know exactly where to find it.

2. Collaboration

Direct email can make teamwork tricky, since CNSIT staff must either share inboxes or constantly send information to each other.  The CNSIT ticket system, though, lets everyone view and edit tickets at once, so that multiple people can work on one issue while keeping their progress in one place.

3. Improves Continuity

If a ticket’s primary CNSIT staff member is suddenly unavailable, then the CNSIT ticket system offers an easy way to delegate tasks. Simply switching a ticket to another CNSIT staff member allows them to pick up where the previous staff member left off, preventing the complications of wading through email.

4. Improves Response Time

Email sent to a specific individual is subject to that individual’s schedule.  Often, it may take someone hours to even see that a message is waiting for them.  With the CNSIT ticket system, all staff members are notified of the problem at the same time, and can be responded to by whichever staff member is available.