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Improving the quality of service desk request content

Peter Jones May 10, 2023

Hi,

We use service desk to manage a diverse range of service requests from our users. Many of these relate to issues raised against internally developed systems predominantly with a user base of internal staff.

We're observing that many requests are raised without even the basic information about the issue. Issues are predominantly raised using an email to JIRA integration.

I am considering promoting the use of a widget (?) integrated into our applications (white a few have web base interfaces). If we could gather some specific information and at the same time make users lives easier though this route we could deliver a win for everyone.

Does anyone have experience to share in this direction?

TIA

Pete

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