Helpdesk Management

Situation before deployment

A five-person IT team handled a large volume of daily inquiries from six departments across a 500-employee organization. Contact channels were split among email, phone, and Teams chat, each handled independently.

Handoffs between staff were done verbally or by forwarding emails, and cases in progress were not visible. Duplicate work occurred when multiple members responded to the same inquiry, and conversely, some inquiries were missed under the assumption that "someone else is on it."

Response history was not preserved as tickets either, so when the same question came from a different department six months later, the inefficient practice of investigating from scratch continued. SLA compliance was not visible, and monthly reports for department heads were also created manually every time.

Background and selection reasons

Three options were considered: a major ITSM tool, a generic ticket management SaaS, and building on NocodilySuite. The major ITSM would cost millions of yen annually for 500 users, and the SaaS did not fit the company's unique assignment rules or priority scheme.

We chose NocodilySuite because the business platform—authentication, database, APIs—was provided out of the box, giving us confidence we could build inquiry intake, assignment, response history, and SLA management in a short time. Since pricing is not per-user across the whole company, costs were predictable.

The PoC period was one and a half months. After trying the system within the IT team, we moved to full-scale deployment. Integration methods with existing Teams and email were verified in parallel.

Deployment process

The overall project ran for four months. One and a half months were spent on PoC and requirements definition, two months on building inquiry intake, assignment, and SLA management, and the remaining half-month on the IT team pilot and rollout to six departments.

We consolidated inflows from existing email, phone, and Teams into a single intake form. For Teams, we built an integration that automatically turned posts into tickets, and for phone, the IT team manually created tickets.

Assignment was designed to be automatically routed based on a combination of inquiry category and staff skills. Manual routing was still allowed, but making automatic routing the default prevented knowledge silos.

Changes after deployment

All inquiries now land on a single screen, and missed responses have been reduced by 70%. Duplicate work is also nearly zero. Average first-response time is stable at 1.8 hours, and SLA compliance is maintained at 96%.

All response history is retained, and it is now standard to search past similar cases when responding. Response patterns that have been turned into knowledge are reused more than 200 times per month.

SLA status and inquiry trends by department are now automatically aggregated on the dashboard, cutting monthly report creation for department heads from several hours to 10 minutes. This has also reduced the IT team's reporting effort.

Future Plans

In the next phase we are considering automatic FAQ generation and AI-based first-line responses. By automating routine inquiries, we plan to further reduce the load on the IT team.