The core application to any HelpDesk workflow is the ticketing system. It helps all levels to track issues/requests and documents what has been discovered about the particular issue. There are some ticketing systems that are really complex with lots of features. As more and more features are added, complexity is added as well.
I was recently speaking with someone who stated that they had emailed into their IT ticket system with a list of items that needed addressing. They knew they were supposed to open a single ticket for each issue separately. A few days later the IT staff worked on one of the issues, then closed the ticket and marked it as resolved. Only one of the issues on the ticket was resolved with the rest of them never being addressed.
Since ticket creation via email is so easy, some users may create more tickets than they normally would. Perhaps instead of doing the research in a knowledge base or on a company intranet, users just send in the email to ask IT. I personally have done this because it was easy.
The email ticket creation feature is a convenient feature of a ticketing system. Users can easily send in one request or issue at a time to create a ticket. Users don’t have to stay on a phone trying to explain the issue while someone transcribes it into a ticket for them. However, with every feature there are down sides too. Users will inevitably email multiple items in at once and IT staff will overlook them. The email system or integration will go down. Users will create tickets via email with very generic requests like ‘Internet is slow’.
Does a feature like ticket creation via email improve user experience? Does the benefit to enable such a feature outweigh the cost to set it up and maintain it? Can you train users to only send in one issue per ticket.