Considering that client had Salesforce Service Cloud, we recommended implementing Salesforce Case Management for Ticketing. Salesforce’s Knowledge Management feature was also added enabling the client’s IT staff and employees' access to knowledge materials relative to the case request.
The project was up and running in under six weeks. Initial reports show a reduction in case resolution, with fewer errors, at a higher satisfaction rate. The client is also using the project as a pilot for future Salesforce initiatives.
Adding onto the existing Salesforce Org enabled fivestar* to implement a quick and cost-effective solution with a minimum increase is Salesforce licensing fees.