How could we eliminate work associated with service desk personnel manually handling inbound emails and creating ticket records?
Answering this question was of high importance to our client because:
- Email, as a channel, generated a high volume of tickets
- Their existing process was labor-intensive: Service Desk personnel had to monitor the mailbox and manually create tickets for incidents and service requests
- Tickets created in workflow had to be equally distributed among service desk agents
- Our client had a 24x7 support window and aggressive SLA response times which meant that the correct handling of tickets had a huge impact on response speeds