I'm curious if there are any studies or evidence that demonstrate increased productivity or cost savings when email is removed as a way for internal service desks to be contacted. For instance, has anyone noticed that resolution times improve when tickets are submitted via phone or a dedicated ticketing system instead of email?
1 Answer
I don’t have specific statistics, but I’d say you could gather your own data by tracking ticket resolution times across different contact methods. It might take some effort, but it could reveal interesting trends.
That sounds challenging in my organization. We’re a bit traditional and have limited automation. Often, tickets aren't even entered into our system until all necessary info is gathered, which can take several emails back and forth. This time isn't captured in performance stats.