3. Homegrown

Ten percent of organizations surveyed by HDI use an incident or ticket management solution developed in-house.

Some startup solution providers establish their help desks as part of an email client, directing customers that experience a problem to send an email, which must be stored in a way that separates new incoming tickets from older tickets that are still active due to their complexity.

Some partners will marry the homegrown system to a collaboration product such as SharePoint to facilitate communication across departments and between distinct work teams. This should help move projects between users and enable workflows to flow smoothly in situations where tangible progress is common.