Customer webinar on-demand! How Workato reduced ticket resolution time by 20%

Update 5/24/23! Thank you to everyone who registered and joined our customer webinar last week! It was great to hear from the team at Workato on how they use automation, Assets, and analytics to deliver value throughout their organization. 

The webinar is now on-demand and can be watched anytime right here. 

Here is a recap of the questions and answers from the webinar. And if you have a follow-up question please post it in the comments below.


Question: How large is the BT team with a 1,000 employee company?

Answer: Workato BT team is 24 members between BT Support, Analyst, Automation, and Data including our amazing teams.


Question: How do you do ticket categorization when tickets are opened via email or Slack?

Answer: Atlassian Assist bot provides the same service catalog on Slack as on the jira portal and the requestor can select the right request type and also the same option for the agent to move tickets based on labels or criteria easily using the Jira move functionality.


QuestionWhen using Workato in collaboration with JSM, what value is gained? If we are using Workday and want to integrate the HR onboarding process with JSM workflows, what capabilities exist?

AnswerWorkato is an app-to-app integration, automation platform and this allows us to integrate with JSM Natively using our out-of-the-box JSM Connector which makes it easy for us to push data, and automate the business process using a low code / no code interface. This allows us to move fast.  We also integrate with Workday where Workato will be the middle tier layer and you can easily pipe your employee data on to JSM Assets (Similar to the use-case we discussed on the webinar)


Question: Do you use any Asset monitoring plug-ins?

Answer: We leverage Jira Assets alongside the Jira Assets Plugins for JAMF, and AWS Service Catalog (used by our Prod & Engineering Team) currently and have plans to leverage other JSM Asset plugin and will be using Workato as the Orchestration engine to consume this data and take automated actions.


Question: Which metrics are used for the XLAs and what were the KPIs Workato started with

Answer: CSAT Surveys: Tracking CSAT surveys at the individual level + Proactive reach out to our users based CSAT threshold. New hire feedback - # of tickets created by new hires (week 1 vs Week 4) + Leverage Workato Orchestration to do a proactive reach out to new hires if the # of tickets for a new hire is above a specific threshold. And the same logic for other internal customers
Comments - Tracking follow-up comments as we want the # of follow-up comments to be low for the reporter




TL;DR: Join our webinar on May 16th where the CIO and the Director of Security Operations at Workato will discuss how they implemented Jira Service Management, and the lessons they learned along the way to cutting ticket resolution time by 20% and achieving a 97% employee satisfaction score.


Hello Community! 👋

Are you ready to show off the magic of JSM to other business teams like HR and Finance, but don’t know where to start?

Join our webinar on May 16th where Workato’s CIO, Carter Busse, and Director of Security Operations, Shyam Bhojwani will break down how Workato adopted Jira Service Management across the organization leading to a 20% reduction in ticket volume, and a 97% employee satisfaction score (CSAT).

You’ll learn:

How Workato cut ticket resolution time by 20% with Jira Service Management

🧠 How the organization cut down on support tickets and empowered every team to help themselves

🤖 How Workato automated tedious tasks, so they could focus on more strategic projects

📈 Reporting best practices (and how to keep your executive team in the loop)


Register Now, and we will send you the on-demand recording to watch anytime.


Get your questions answered! Have a question about scaling Jira Service Management across your organization? Or maybe you want to know how a global company setup Asset management? The team at Workato has done it all, and they’re sharing what they learned along the way.

Post your questions in the comments section below and we’ll answer them on the webinar.

We look forward to seeing you on the 16th!

1 comment

lobna noor May 6, 2023

Is it true that you are prepared to flaunt the wizardry of JSM to other business groups like HR and Money, yet don't have any idea where to begin?


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