For those unfamiliar with the concept of a ticket, this number means nothing. However, if we tell you that a ticket is every project, request for the development of new functionality that we regularly receive from our users, or a reported issue that our team effectively resolves, you will understand the significance of this number.
It all started with the first ticket that we created on August 30, 2010 in a system that was then used exclusively to record applications filed by users to our support team (help desk). Over time, there were more and more applications, and the system grew into a real internal tool for monitoring the activities of all parts of the company, called Heliantik. Heliantik is of great benefit to all employees today, as it enables tracking of activities on software development projects for clients and new products, and provides an instant review of the status of these complex projects that often involve a large number of external and internal stakeholders.
We celebrated our first big success after registering 100,000 tickets, which was the occasion for a celebration on August 14, 2019. Four years later, the constant growth of the company, development of new products and work on expanding services resulted in the jubilee figure of 200,000 tickets in Heliantik! This impressive figure is a witness to the successful operation of the company year after year, and is an indicator of the commitment to our customers who can rely on the support of the Heliant team at all times.
On this occasion, we organized a small but pleasant celebration on the company’s premises, during which we socialized and presented the results of our joint efforts in the years behind us. Filip Maljković, head of the development team of the company “Heliant”, delivered an interactive presentation with questions during which we had a great time and learned how much we knew the work of our colleagues. We learned which tickets had the most recorded hours, for which partners we initiated the largest number of tickets, who resolved the highest number tickets and there were other questions that were a challenge even to our colleagues with many years of experience in the “Heliant” company. Some answers were clear “at first glance” while we could not even guess some figures.
We used the celebration as an ideal opportunity to highlight the contribution of the teams, as well as individuals who played a key role in the implementation of the work. Together we initiated numerous requests in the system, addressed challenges, monitored projects, prepared for meetings and conferences. There were also tickets that we were all looking forward to, such as birthday celebrations, jubilees, “Heliant” team additions, get-togethers, New Year’s celebrations and many other beautiful events.
This jubilee number of tickets proved that the company “Heliant” is constantly growing, as a result of the commitment and expertise of each individual in the Company. Employee commitment and teamwork were key to achieving exceptional business results, and in that spirit we will continue to achieve success in the years ahead.
Some of the most interesting statistical data from Heliantik are highlighted below.
Growth dynamics of the total number of tickets
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On average, we created 10,000 tickets every five months.
Tickets with the most recorded time
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The most time was recorded on the ticket related to the development of the Heliant Cloud platform, followed by the tickets for application development, within the Heliant Health product and on general tasks.
Employees who participated in the highest number of tickets
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The day with the most recorded time on tickets was May 24, 2023, when 523 hours and 31,380 minutes were recorded.
Despite numerous products for tracking activities, projects and tickets that exist on the market today, few of them are suitable for small and medium-sized enterprises. Heliantik can fully meet their needs, owing to the experience based on long-term cooperation with various clients from the public and private sectors, healthcare and IT industry. In that regard, the company “Heliant” will continue to improve this tool with the goal of including it in its offer one day.