The internal request that goes to a shared inbox
IT, HR and facilities all run on inboxes nobody owns.
Internal requests — access, equipment, facilities, HR questions, data changes — rebuilt so they are tracked, routed and answerable, without buying an enterprise ticketing suite.
You will recognise at least three of these.
- Requests arrive by email, chat message, or by catching someone in a corridor.
- There is no queue, so priority is whoever asked most recently or most loudly.
- The same questions are answered repeatedly, from scratch, by whoever is free.
- Nobody knows how many requests are open or how long they take.
- Requests fall through the gaps when someone is on leave.
Signals it is costing more than anyone has measured.
- People chase internal teams the way customers chase suppliers.
- You cannot say what your internal teams actually spend their time on.
- Approvals for access or spend happen informally over chat.
- The same few requests make up most of the volume and nothing has been done about them.
- Internal satisfaction is discussed anecdotally because there is no data.
What it becomes.
Requests become tracked work without the ceremony of a full ITSM platform. A simple structured intake — from a form, an email address or chat — captures what is needed and routes by type to a queue with an owner and a target. The high-volume, low-judgment requests get handled automatically where they can be: an access request follows the role-based definition, a standard equipment request raises the order, a policy question gets a cited answer from the actual policy. Everything else reaches a person with the context attached. The reporting is what changes behaviour: once you can see that a third of volume is one request type, fixing that request type stops being a nice idea and becomes an obvious one.
What the system does
- Structured intake from form, email or chat, with the right questions per request type
- Routing to an owned queue with targets and escalation
- Automated handling of standard requests — access, equipment, policy answers
- Approvals captured properly rather than agreed in a chat thread
- Volume, cycle-time and request-type reporting that shows where to fix the root cause
What it connects to
- Identity and provisioning, for access requests
- Purchasing, for equipment and spend requests
- HR records, for people-related requests
- Chat and email, so requesters do not have to learn a new habit
It augments the systems of record you already run. Nobody is asking you to replace your accounting package.
Where we would start, and how long it takes.
One team's request types — usually IT access and equipment — with intake, routing and reporting, in about a week. Automation of the top request type follows once a fortnight of data has shown what it actually is rather than what everyone assumed.
Others in people
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