Optimizing the ticket management system and IT workflows
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Operational diagnosis and identified challenges
BITS IT wanted to streamline the management of its internal requests, which are now divided between email, phone calls, WhatsApp and web forms. This multiplicity of channels led to information fragmentation, duplication in processing, unassigned tickets, and limited visibility on priorities and resolution times. After field observations and interviews with the teams, Bonne Idée recommended the establishment of a single space for managing tickets under Notion, structured around operational views (Kanban, prioritization, responsibility) and enriched with automations via Zapier for the creation, assignment and follow-up of requests. The analysis also highlighted the opportunity to integrate an internal conversation assistant (GPT) that can instantly retrieve ticket histories and critical information, in order to speed up responses and reduce manual load.
Priority recommendations and expected impact
Priority recommendations and expected impact
The recommendations are based on four areas: Centralize all requests in a unified space Standardize categories, statuses and SLAs to make treatment more reliable Automate creation, assignment, and reminders via Zapier to limit operational friction Integrate an internal AI assistant to quickly access data and accelerate resolution This system will make it possible to streamline ticket management, strengthen the responsiveness of IT teams and improve the traceability of interventions. The aim is to build a unified, intelligent and scalable system, guaranteeing better prioritization, enhanced collaboration and rapid adoption of tools by all teams — and thus support the operational efficiency of BITS IT in Dubai in its growth.
