Ticket Resolution

Why closing an IT ticket is scratching the surface

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23-09-2025

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Ticket Resolution

23-09-2025

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This session explores how modern IT support can move beyond reactive service desk models to intelligent, preventative ticket management, a continuation of the ViadexOne ROI theme. The goal is to demonstrate the business value of reducing IT ticket volumes, improving MTTR, and boosting employee satisfaction.

Proposed Themes:

Every ticket = lost productivity
DEX and telemetry for pre-issue detection
Automation at scale: instant resolution for common problems
Globally consistent support across time zones
Real-world case studies: e.g., 80% ticket reduction, 12-point rise in satisfaction

Why closing an IT ticket is scratching the surface

Speakers

Chris Walsh

Gavin Cockburn

Global Transformation Specialist

Vice President - Workplace Solutions