Managed Engine Service Desk ticket system

### Chronicles of an IT Survivor: The Adventures of Ticket Systems

Ah, the world of IT ticket systems! It's a jungle out there, filled with wild bugs and unforeseen crashes. In my IT career, I've navigated many such ticket systems, and one of the quirkiest features I stumbled upon was in Managed Engine. Imagine this: log a ticket, and the system would wink at you with a possible fix. How charmingly proactive!

But here’s the catch: to get this nifty feature to work, you had to pen down a compendium of knowledge-based articles, peppering them with the right tags and keywords. Armed with this newfound wisdom, I embarked on creating around fifty Knowledgebase articles, covering a plethora of tickets I had previously untangled. I felt like an IT librarian, cataloguing solutions for future generations of frazzled users.

Once the feature was enabled, it felt like magic. New tickets logged would automatically come with possible fixes—like a fortune cookie but way less tasty. These potential solutions could then be sent to the user. Simple, right?

Now, let’s set the stage: we were in the financial sector, where users treated IT issues like they were handling a live grenade. “Just give it to the professionals,” they’d say. The service desk was in-house but on the verge of being outsourced. In the final weeks, it felt like we were on the Titanic—one member a week abandoned ship.

Last week was particularly delightful; I juggled the responsibilities of four team members. Users waited as if they were in an endless queue for the newest iPhone. But thanks to the Managed Engine, I bestowed upon them an initial solution, even if they had to wait an hour for the grand appearance of their IT savior—me.

For that final week, it was a delicate dance of balancing, multitasking, and a dash of wizardry. Managed Engine and I kept the helpdesk afloat with no user riots or pitchforks in sight. The service desk went back in-house a year later, probably because they realized outsourcing wasn't all it was cracked up to be. But hey, I had my moment of triumph with a trusty ticket system by my side.

And that, my friends, is just another chapter in the chronicles of an IT survivor. Cheers to ticket systems and the unsung heroes behind them!