SaaS and Technology · Technology
Internal IT helpdesk ticketing with SLAs that halved resolution time
A growing SaaS company took IT requests for laptops, access and VPN issues by email and a shared spreadsheet, with no tracking, SLA management or history. An internal IT helpdesk workflow with ticket forms, routing logic, priority tagging and auto assignment cut ticket resolution time by 50% and gave the IT team the logs to fix recurring problems early.
50%Less time to resolve a ticket- Client
- A B2B SaaS company with product and support teams in Ahmedabad and remote staff across India
- Region
- India
- Sponsor
- IT manager and the head of people operations
- Duration
- 8 weeks to go live, then a fortnight of tuning routing and priorities
Engagement model
O2E: Output Oriented Engagement
We delivered a defined output, a working IT helpdesk with forms, routing, SLAs and reporting, and handed the rules to the IT manager to maintain without code.
How O2E worksThe team
- Solution consultant1
- Workflow engineer2
- QA engineer (shared)1
The challenge
Where things stood
- Employees emailed IT or messaged individual engineers on Slack, so requests were lost or handled twice.
- A shared spreadsheet listed some tickets, but it had no owners, no priorities and no record of when a ticket was raised or closed.
- Urgent problems such as a locked account before a customer demo waited behind routine requests for monitors and software licences.
- With no history, the IT team could not see that the same VPN and laptop issues kept coming back.
The approach
How we ran it
Weeks 1 to 2
Request catalogue and priorities
Went through six months of IT emails and the spreadsheet with the IT manager and grouped requests into categories such as access, hardware, software licences, VPN and network, and new joiner setup, each with a default priority and SLA.
Weeks 2 to 5
Ticket forms and routing
Built ticket forms on AksharAI with the fields each category needs, and routing logic that assigns tickets to the right engineer by category, location and current workload.
Weeks 4 to 7
SLA tracking and notifications
Added SLA timers by priority, reminders before a breach, escalation to the IT manager and email updates to the employee at each status change.
Weeks 7 to 10
Reporting and handover
Set up dashboards for volume, SLA compliance and repeat issues, and trained the IT manager to edit categories, priorities and routing rules without our help.
What it looks like
Representative screens
Drawn to show the kind of system we delivered. Client screens and data stay private.
IT helpdesk, September 2025
Tickets closed
412
Median resolution
6h 20m
SLA breaches
11
Repeat issues flagged
9
- Access76
- VPN48
- Hardware39
- Software62
- Joiner setup28
What we delivered
Modules and features
- Self service portal for employees to raise and follow IT tickets
- Category specific ticket forms for access, hardware, software, VPN and joiner setup
- Routing and auto assignment by category, location and engineer workload
- Priority tagging with SLA timers, reminders and escalation
- Email notifications to employees at each status change
- Ticket history and asset links for every laptop and user
- Dashboards for SLA compliance, resolution time and recurring issues
What changed
Outcomes
- 50%Less time to resolve a ticket
- Every ticket now carries a priority and an SLA timer
- Historical logs let the IT team spot and fix recurring issues before they spread
Figures as reported by the client.
Looking back
The routing rules were the easy part. Getting employees to stop messaging engineers directly took a firm rule from the IT manager that unlogged requests would not be picked up, and a quick ticket link in the Slack sidebar so raising a ticket took under a minute. We set too many categories at first, which slowed the form down, and merged several of them after two weeks. Handing the rules over to the IT manager was worth the extra training time, as the categories and priorities have changed twice since without needing us.
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