Is my ticket about a Business Application or about Software?

You may not be asking yourself this question when you create a ticket, but choosing the correct category will make it easier for IT to recognize what it’s about and who will be able to assist you with a resolution. This will have a serious impact on the first response and resolution times.

So what is the difference between a Business Application and Software?

Software is something that everyone at Proponent uses, such as Outlook, Adobe Acrobat, etc. Business Applications have been created especially for our business processes; applications like SX.e, OrderPro and all ProQuotes fall into this category. Supporting applications like AppEnhancer also are considered Busines Applications. Software is mostly supported by IT Service Desk and/or IT Infrstructure Team. Business Applications are supported by the IT Applications Development Team, assisted by the Service Desk in specific cases.

I hope this helps you selecting the correct category when you’re creating a ticket.