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Tickets don’t exist for the service desk, they exist for the business! - Why Ticket Resolution Is More Than Just a Service Desk Problem
- Adsotech
- Sep 30
- 3 min read
When we talk about SAP ticket resolution, the conversation often starts — and stays — with the service desk. That makes sense: they’re the ones handling tickets day-to-day, and the ROI is clear. For example, in our case study with Celsa, automating SAP incident reporting saved them €47,000 per year at the IT Service Desk alone.
But here’s the thing: tickets don’t exist for the service desk. They exist for the business. Service level agreements (SLAs) are there because unresolved issues cause downtime, missed deadlines, and unhappy customers. Which means ticket resolution is vital to supply chain, finance, sales, HR, and IT leadership.
Common Ticket Resolution Pain Points That Hurt the Business
One of the biggest challenges is how tickets are created. If users have to email or navigate a clunky portal, they delay logging issues. In supply chain, a blocked purchase order might not get reported right away, holding up procurement and pushing out delivery dates. That hits KPIs like on-time delivery and production efficiency while adding extra costs.
Another issue is ticket quality. Incomplete details — like a finance controller raising a posting error without the document number — force the service desk to chase information. At quarter-end, this means journal approvals pile up, closing slows, and compliance risks increase. KPIs around reporting accuracy and timeliness take the hit.
Even when tickets are raised properly, manual routing wastes time and increases errors. A sales order problem sent to the wrong queue can sit untouched for hours while customers wait. The result: missed order accuracy and customer satisfaction KPIs, plus delayed revenue.
Finally, knowledge bases are often ignored. In IT, for example, simple access or authorization errors could be solved instantly if users tapped into existing resources. Instead, they raise tickets that clog the queue, creating unnecessary delays, frustrated employees, and reduced service quality.
Ticket resolution is more than a service desk task — it’s a business-critical process. When tickets are delayed or incomplete, supply chains stall, finance reporting slows, and customer satisfaction drops. Faster ticket resolution improves SLA compliance, boosts adoption after system rollouts, and protects KPIs across IT, sales, HR, and operations.
End-User Satisfaction and Adoption
Ticket resolution isn’t just about avoiding downtime. It’s about keeping users confident. After an S/4HANA rollout, adoption is often slow — users are still learning, and frustrations grow quickly when issues drag on.
If tickets were resolved in half the time:
Users would trust the system more.
Adoption of new processes would be smoother.
KPIs around productivity and engagement would rise.
Happy, confident users are the key to successful transformation.
What Can This Do for You?
With the right tools in place, results like these are possible:
50% faster incident resolution
12% fewer SLA breaches
90% fewer ticket reassignments
Imagine the impact if purchase orders flowed without delays, production stayed on track, and shipments always went out on time — not to mention the lift in KPIs and employee satisfaction. Even a single delayed ticket can snowball into missed deliveries, overtime in finance, or frustrated employees — all of which translate into real financial losses.
The Takeaway
Solving ticket resolution isn’t just about helping the service desk. It’s about protecting performance, speeding up adoption, and driving ROI across the business. As Celsa’s story shows, the savings start in IT but ripple out across supply chain, finance, and sales.
If delayed ticket resolutions have been affecting your team, we’d love to hear your experience. And if you’re not the right person, perhaps you could introduce us to the colleague who is.
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