Raising the Bar: IT Ticket Automations
The old way of incident management simply collected employees’ technology issues (probably through an email inbox) and dumped them into an incident queue. From there, tickets would be manually prioritized, categorized, and worked by individual technicians.
There’s a better, more efficient way to solve those tickets — not just for IT, but for the entire organization. Samanage offers customizable automation rules for priority and routing. Now, depending on the subject, requester, or category of the ticket, you can drop it right into the appropriate service agent’s queue, bypassing the general queue purgatory.
Automated ticket routing in your service desk is an easy way to cut down on service delivery time. In this episode of Raising the Bar with Samanage, you’ll learn to create rules to help ensure tickets arrive in the right places as soon as they’re created.