Ticketing systems have become big business because they’ve consistently been shown to reduce IT staffing costs, as focused technicians solve problems faster. They also increase satisfaction, as they provide structure and clarity to the process of resolving technical issues. The premise on which this effectiveness is built is that communicating about tasks often gets in the way of executing them—the more you can off-load this communication from the cognitive space of your staff, the more effective they become at actually getting things done.
