How a Manufacturing Company Streamlined Internal IT Support Using Resolver from Zestora

Case Study: Streamlining Internal IT Support in a Manufacturing Company Using Zestora

In many manufacturing companies, internal IT support often operates in a surprisingly informal way.

Employees report issues through phone calls, WhatsApp messages, or quick visits to the IT department. While this may work when the organization is small, it quickly becomes difficult to manage as the company grows.

One mid-sized manufacturing company faced exactly this challenge. With multiple departments, hundreds of employees, and increasing dependence on digital systems, their internal IT team struggled to track and prioritize support requests.

The Challenge

Before implementing a structured system, the company relied on a combination of emails, phone calls, and verbal communication to report IT issues. This created several problems:

• IT staff had no centralized list of pending issues.
• Requests were sometimes forgotten or delayed.
• There was no clear responsibility for resolving specific problems.
• Employees had no visibility into the status of their requests.
• Management had no way to measure support performance.

As the organization grew, these issues began affecting productivity across departments.

The company needed a simple but structured way to manage internal IT requests.

The Solution

The organization implemented the Support Ticket System built on Zestora, which allowed them to structure their internal IT support process without introducing unnecessary complexity.

The implementation started by defining a few common ticket types for IT support:

• Hardware Issues
• Software/Application Issues
• Network Problems
• User Access Requests
• Printer and Peripheral Support

Each ticket type was linked to a workflow designed specifically for the IT support process.

For example, a typical ticket workflow looked like this:

New Request → L1 Support → L2 Support → Resolution → Closed

At each stage, roles were defined to ensure clear responsibility. The system distinguishes between the person responsible for doing the work and the person accountable for ensuring the issue is resolved.

This helped introduce clarity in the support process without adding management overhead.

Automated Ticket Assignment

One of the most useful features implemented was automatic ticket assignment.

Instead of relying on a support manager to manually assign tickets, the system distributed tickets among available IT staff using a round-robin mechanism. This ensured a fair distribution of workload across the support team and reduced delays in responding to requests.

SLA-Based Response Management

To improve responsiveness, the company defined Service Level Agreements (SLAs) for different stages of the workflow.

For example:

• Initial response within 30 minutes
• Resolution of common issues within 4 hours
• Escalation to L2 support if unresolved within the defined timeframe

This helped set clear expectations for both employees and the IT support team.

Supporting Real Work Through Subtasks

Many IT issues require coordination beyond a single technician. For example, resolving a workstation issue might involve diagnosing the problem, ordering replacement parts, and installing new hardware.

Using Zestora, support staff could create subtasks linked to the ticket and assign them to other team members. This allowed the IT team to coordinate work without losing track of the original request.

Transparency for Employees

Employees could log into the system and raise their own tickets. They could also track the status of their requests in real time.

At the same time, the IT department retained control over what internal details were visible to employees, allowing them to balance transparency with operational simplicity.

Results

Within a few weeks of implementation, the company began to see clear improvements:

• All IT issues were now tracked in a single system
• Support staff had clear responsibility for each request
• Employees could see the progress of their tickets
• Workloads were more evenly distributed across the team
• Management gained visibility into response times and support performance

Most importantly, the IT team could now focus on resolving problems instead of trying to remember which issues were reported through which channel.

Conclusion

For many organizations, internal support processes evolve organically and remain informal for years. However, as companies grow, these processes can quickly become difficult to manage.

By implementing a structured ticket management system on Zestora, this manufacturing company was able to introduce clarity, accountability, and visibility into their internal IT support operations without adding unnecessary complexity.

What started as a simple ticketing solution soon became an essential tool for managing day-to-day operational support across the organization.