Conventionally, a #TicketingSolution is understood as a system that handles issues coming internally from employees or externally from customers of an organization. But, in practice, it plays multiple roles than merely being a incident handler. Here, we will restrict ourselves to its significance for the internal work culture. Just look at a glance:
Channel of intra-organizational communication:
Often, any issue raised by an employees may be related to other business units. Here, a ticketing solution perform the assignment of the ticket to the suitable support person. This way, it acts as channel of organizational communication inside the organization.
Bridge between employees at different levels:
By connecting different employees belong to different units or unequal hierarchical levels, a ticketing solution acts as bridge between them and by-passing the conventional communication.