Jira Service Management (formerly Jira Service Desk) is great for incident management and helps your teams get your services up and running again. But there’s always room to improve your mean time to resolution (MTTR) to provide even better service to your customers. So what are some strategies to improve your time to resolution when you are using Jira Service Management?
Reduce the amount of Jira tickets created by email
Tickets created by customer requests sent to your service desk email are a great way to get started with Jira Service Management. But they require first-line support to spend time triaging that could be avoided if requests were created directly through the Service Desk portal. By encouraging customers to make requests through your portal, for example by promoting faster issue resolution, you can reduce the number of tickets created by email. Your agents will spend less time doing triage, and more time resolving the request.