Keeping the second-line sane, using Seamless to keep help desks in sync


Sometimes, even the help desk needs little bit of help. As our library of service desk connectors grows, we’re often being asked to connect first-line help desks to second-line help desks. Keeping tickets in sync enables support organisations to focus on resolving the underlying issues rather than managing ticket data between systems.

The business requirement typically involves the Seamless user being an IT support/service organisation who runs a help desk supporting a range of clients. In turn, one of their clients runs an in-house help desk providing local first-line support. A selection of tickets need to be escalated from the in-house first-line help desk to the external second-line help desk. Invariably, to make matters interesting, the help desk applications are often different.

Seamless is setup to identify tickets which need to be escalated and sync only these tickets. This is typically based on assignment to specific agents or resolver groups. These tickets are then synced from the first-line help desk to the second-line help desk. Seamless is used to keep the tickets in sync as they are updated within both organisations. This provides faster service turnarounds and greater visibility of ticket progress.

Using Seamless to improve operational efficiency

Seamless syncing can be augmented with additional business logic. Some common examples include

  • Assigning tickets within the second-line system based on pre-determined criteria. These criteria can take into account any sort of underlying data from within the first-line system. Commonly used ticket information includes source of ticket, nature of ticket, ticket priority, etc. Based on this information, Seamless can automatically assign the ticket to the relevant agent or group in the second-line system.
  • In more complex business scenarios, there may be data matching matrices driving additional processing to be done on the ticket during the sync. Where tickets come along that don’t meet these criteria, Seamless can be configured to notify either help desk (driven by business rules). The ticket can then be updated with relevant data or the matching matrices can be updated to meet new business scenarios.

Just the ticket for tickets

One of our recent case studies is a Seamless instance setup for Advanced Computer Software. Advanced is one of the UK’s leading independent software and managed service vendors. Advanced’s Seamless story involves syncing tickets from ManageEngine, a client’s first-line helpdesk, into Remedy, Advanced’s own help desk software.

“Recursyv helped us make a challenging problem go away. We can focus our efforts where they make the most difference – service our client rather than servicing the data.”

Alex Monfort, Client Account Manager, Advanced Computer Software

Recursyv’s Seamless integration can be setup to sync tickets between various helpdesks. This enables IT support organisations focus on supporting their clients rather than maintaining accurate ticket information across different help desk apps. Additional processing rules allow Seamless to augment ticket information as part of syncing data from one system to another.

Contact us to learn more.


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