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Help desk and ticketing

How to receive, assign and resolve requests so that nothing is left in somebody's inbox. From the first steps of a rollout to the metrics worth tracking, with examples from service teams and public administration.

13 articles

Guide 10 September 2026 · 6 min read

Five help desk metrics to check weekly

Unassigned requests, new versus resolved, deadlines, workload and requests awaiting confirmation: five numbers that show help desk health.

Guide 30 July 2026 · 6 min read

Ticket categories, priorities and statuses

How to set up categories, priorities and statuses in a help desk so every request reaches the right person. Advice and UnitLook settings.

Guide 9 June 2026 · 9 min read

Help desk for public administration and municipal companies: how to handle citizen requests without chaos

Public administration and municipal companies need a system for requests, SLA, audit trails and communication. Here is how to set it up properly.

Case Study 5 June 2026 · 7 min read

How a Service Company Cut Request Handling Time and Billed Faster

A case study of a service company that moved from email, phone calls and spreadsheets to ticketing, time tracking and faster billing.

Guide 2 June 2026 · 9 min read

Help desk implementation step by step: how to move away from email without chaos

If you want to introduce a help desk without disrupting your team or clients, this guide walks through the steps, decisions and common mistakes.

Guide 2 June 2026 · 8 min read

Task management or request management? What project teams actually need

If you're searching for software to create tasks, you may really need a system for requests, projects and time tracking instead.

Guide 27 May 2026 · 5 min read

What a Ticketing System Reveals About Your Team: KPIs and Reports

A ticketing system is more than a request tracker. The data it collects — response time, employee workload, and client activity — helps managers make better decisions.

Case Study 26 May 2026 · 4 min read

How an IT Service Team Reduced Response Time by 40% with UnitLook

A case study of a 12-person team that cut first response time from 4.2 hours to 1.8 and reduced escalations in just four working days.

Guide 24 May 2026 · 7 min read

Ticketing System vs. Email: Why an Inbox Is Not Enough for Client Support

Email is a great communication tool but a poor request management system. Here is what gets lost when a team uses an inbox as a help desk.

Guide 23 May 2026 · 8 min read

GDPR and Help Desk Software: Where Is Your Client Data Actually Stored?

Many companies use US-based help desk software without ever checking where client data actually lives. This is the question worth asking before an audit does it for you.

Guide 21 May 2026 · 7 min read

Best Ticketing System for Companies in Croatia: A Practical Comparison

A straightforward comparison of help desk and ticketing tools available in Croatia — for project-based companies that need more than just an inbox.

Guide 8 May 2026 · 7 min read

Client Communication Without Email: How to Organize Requests So Nothing Falls Through

Email was the standard for client communication — but it's no longer enough. Requests get lost, responsibility is unclear, and communication history lives in one person's inbox. There's a better way.

Guide 14 March 2026 · 5 min read

From Chaos to Order: Why Every Company Needs a Ticketing System

When client requests live in emails, WhatsApp and notebooks, something always falls through the cracks. A ticketing system fixes that — for every company.

Help desk and ticketing

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