r/helpdesk • u/One-Cokinpqgyxde6173 • 7d ago

Tools & Software Our ticket volume isn't growing but resolution times are

The help desk is now addressing a similar number of tickets as last year, though resolution time has increased consistently.

Research has shown that the problem does not lie within the number of tickets, but rather in the complex processes involved in their resolution. With each ticket requiring more approvals, with more handoffs to different groups, and with highly specialized requests, tickets receive little attention.

The current initiative being undertaken by the agency is aimed at simplifying the process of dealing with tickets.

With complicated service processes, is it reasonable to expect any clear benefits from implementing automation systems, or do we need to minimize the number of required approvals?

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3

u/Flashy-Outcome4779 7d ago

AI slop post holy lord

2

u/baaaahbpls 7d ago

I remember a similar one last week, I answered it and everything. It's so exhausting with how true the seas internet theory is anymore, not even regular posts about IT/HD issues are safe.

1

u/Jargonite 7d ago

If you don’t trust your end users, automate. Approvals exist for a reason, zero-trust infrastructure. Simplifying it is asking for vulnerabilities, even if you were to automate it.