Itensity Gym Mangagement Software recently celebrated a significant milestone – a decade of growth both as a product and a company. As the volume of support tickets increased, we transitioned to the widely used Jira ticketing system to efficiently manage support tickets and project tasks at an enterprise level.
Challenges of Ticket Management: With hundreds of tickets pouring in monthly, the challenge was not just in managing the sheer volume but also in categorizing diverse requests.
From feature change requests to urgent operational issues for gyms, and critical business matters like payment or insurance gateway support, our support team faced a dynamic array of challenges.
Strategic Ticket Flow
To streamline our ticket management, we designed a structured ticket flow. Requests for information are directed to 1st line support, system issues to 2nd line staff with the possibility of escalation to development teams. Utilizing Microsoft Teams for internal communication, we established a dedicated P1 channel for high-priority issues, enabling swift cross-team collaboration and proactive issue resolution.
Critical Focus on Payment Gateways
Given the magnitude of Itensity’s operations, handling just under half a billion Rands in debit orders monthly, prompt response to payment or insurance gateway issues is paramount. Our integration with major payment providers demands constant vigilance, and we’ve invested significantly in cloud services to ensure uninterrupted services.
Efficient Ticket Grouping
The diverse nature of our client base, ranging from large gym groups to niche studios, presents a unique challenge in managing ticket streams. Duplicate issues are commonplace, requiring us to group related tickets and ensure timely updates for everyone affected. Jira plays a pivotal role in linking tickets and maintaining cohesion in issue resolution.
To fortify our ticket management system, we’ve built resilient workflows that assign ticket streams to small teams rather than individual staff members. This ensures continuity even when team members are unavailable. We actively encourage clients to use group mechanisms for communication to prevent tickets from going unassigned or neglected.
Recognizing the detriment of task switching to productivity, we are implementing Kanban WIP limits. Focusing on dedicated attention to each issue, we aim to eliminate distractions and enhance efficiency within our teams.
Testing and Quality Assurance
In support of Itensity’s support team, we have established a dedicated Testing team to rigorously test releases before reaching clients. Our development and testing environments are evolving with automated processes, deploying changes to UAT (testing) before reaching production.
As we navigate the challenges of scaling our product, we are committed to maturing our processes and improving quality assurance. We extend our gratitude to clients who have supported us through our growth, and we eagerly anticipate the future developments that will further enhance our product and contribute to the success of your businesses.
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