A help desk ticketing system is software that collects all your customer support requests from various channels and manages them from one place. A ticketing system allows IT support to be organised, focused, efficient, and effective. This directly impacts costs and revenues, customer retention, and public brand image.
What does a ticketing system do?
All organisations need a way to efficiently deal with the issues and requests raised by their customers and other users of their services. The nature of the issues raised can vary greatly from organisation to organisation.
Without an appropriate ticketing system, issues can still be addressed with skill, enthusiasm, and the efforts of committed staff – but these issues will most likely not be dealt with effectively or efficiently.
Do I need a ticketing system?
Ultimately, ticketing systems are a means to support and help you deal with any issues/incidents in your organisation, managing the incidents from the moment they’re captured through to their resolution.
How will a ticketing system help my staff?
Firstly, a ticketing system provides a single, integrated mechanism for capturing, monitoring, and reporting on IT issues. This allows for multiple IT and business benefits, including:
- The meaningful categorisation of tickets
Appropriate ticket categorisations are used to help deliver rapid and consistent categorisation of tickets and end-user support across the organisation.
- Ensuring that all end-user or event tickets are addressed
Once recorded in the ticketing system, reporting and alerts will ensure that no ticket is missed, forgotten, or lost. You can even use escalation and notification capabilities to flag tickets and to alert relevant personnel if agreed service level targets will be breached.
- Matching of related tickets to save time and effort
By imposing the consistency of recording, coupled with links to configuration data, multiple manifestations of a single issue can be matched automatically and referred for a single resolution.
- Identifying repeat issues
Repeat issues can be identified through the consistency of logging and re-allocated to the analyst that has recent experience of this or similar issues.
A final thought
An appropriate ticketing system and the new capabilities that it can offer is an essential foundation for an IT support organization’s future. If you would like to learn more about help desk ticketing system, contact ABACON IT and remember to visit our website for our weekly articles on the topic.
For more information contact the author, Ryan Danvers at 072 601 2858 or email him at ryan.danvers@abacon.co.za
Windows 11 Upgrade - Will it work on your lapop?
So, you’re wondering about Windows 11, the latest version of Microsoft’s operating system. It looks snazzy and has some neat features. But can your current laptop actually run it? Don’t worry, you don’t need a degree in IT to figure this out! We at abacon IT in Cape Town are here to help you understand the basics.
Upgrading your laptop to Windows 11 can give it a new lease on life. However, Windows 11 has certain system requirements. These are the minimum specifications your laptop needs to have to run the software smoothly. Think of it like needing the right ingredients for a recipe – without them, it just won’t work properly.
One of the most important parts is your laptop’s processor, often called the CPU (Central Processing Unit). This is the “brain” of your computer. Windows 11 needs a fairly recent and capable CPU to function well.
Which Processors Work with Windows 11?
Here’s a simplified look at the processors that are generally compatible:
Intel Processors:
- Generally, Windows 11 requires an 8th-generation Intel Core processor or newer. You might see names like “Intel Core i5-8xxx” or “Intel Core i7-11xxx.” The first number after the “i” (or “i3”) usually indicates the generation. So, an “i5-8250u” is an 8th-generation processor.
- Intel also has its Pentium and Celeron processors. For Windows 11, only certain newer models are compatible.
AMD Processors:
- For AMD, Windows 11 requires Ryzen 2000 Series and newer. You’ll see names like “AMD Ryzen 5 2xxx” or “AMD Ryzen 7 5xxx”. Again, the first number after “Ryzen” indicates the series.
- AMD also has Athlon processors. Similar to Intel’s Pentium and Celeron, only specific newer Athlon models will work with Windows 11.
Important Note: This is a general guideline. There can be exceptions, so it’s always best to double-check your specific processor.
How to Find Out Which Processor Your Laptop Has
Don’t fret, Windows makes it pretty easy to see what CPU is inside your laptop:
- Right-click the Start Button: This is the Windows logo (usually in the bottom-left corner of your screen).
- Select “System”: A new window will pop up with information about your computer.
- Look for “Processor”: You’ll find this listed under the “Device specifications” section. It will tell you the name of your processor, including the manufacturer (Intel or AMD) and the model number, which usually indicates the generation or series.
Once you have this information, you can compare it to the general lists above.
Other Important Bits for Windows 11
Besides the processor, there are a few other things Windows 11 needs:
- RAM (Random Access Memory): Consider this your laptop’s short-term memory. Windows 11 requires at least 4 gigabytes (GB) of RAM. More is always better for smoother performance. Instead, consider 16 gigabytes (GB).
- Storage: To install Windows 11, you’ll need at least 64 GB of free space on your hard drive or SSD (Solid-State Drive). An SSD generally makes your computer much faster.
- TPM 2.0 (Trusted Platform Module): This is a security feature. Most modern laptops have this, but it’s worth checking. You can usually find information on how to check for TPM 2.0 in your laptop’s BIOS settings (you might need to consult your laptop manufacturer’s website for instructions on accessing this).
- Graphics Card: Your graphics card needs to be compatible with DirectX 12 or later with a WDDM 2.0 driver. Most reasonably recent graphics cards will meet this requirement.
- Display: You’ll need a screen with a resolution of at least 720p (HD).
Still Not Sure? We Can Help!
Figuring out all these technical details can be daunting. If you’re still unsure whether your laptop is ready for Windows 11, don’t hesitate to get in touch with us at abacon IT in Cape Town.
Our friendly team can quickly assess your system and give you straightforward advice. We’re here to help your SME thrive with reliable IT solutions! Contact us at 072-601-2858 or email info@abacon.co.za, and we will call you back.
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