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Why are we still using email for Service Desk workflows?

Email was the tool that allowed us to move business communications from paper and phone-based communication to the electronic form, but it feels like it is past time for email to step aside for some things. It is time for a better way to interact, particularly one that lends itself for the modern, mobile workforce. There are better ways to accomplish fast and smooth Service Desk workflows i.e. simple automated text messages.

The average time it takes to service a request in an enterprise is about 6 minutes. Yet, the average resolution time is nearly 48 hours. The majority of time lost in servicing a request is in the theatrics of information exchange between the requestor and the fulfiller and to extract the most urgent calls to action for either party buried in emails. Most of us can attest to the experience of an urgent approval that gets lost in the boss’s inbox and requires that special “Please Approve” email or text message.

In an age where we have distributed teams, collaborative efforts within systems of records form the backbone of agile teams. But service desk workflows relying on email can be long and cumbersome. While an email is not delivered any slower than a text message, user behavior has transformed in the way we react to a text, compared to the responsiveness to an email. In our world today, we can take days to respond to an email, but most text messages are opened and responded to within a couple of minutes.

That is why micro-engagements (or short information exchanges over messaging) provide the perfect solution for streamlining Service Desk workflows.

Micro-engagements are not just how we engage in a social context. Many of the trends adopted by consumers are eventually embraced by enterprises. Besides, micro-engagements bring real benefits for improving productivity, lowering costs, particularly by automating many of the tasks that currently served through human touch.

Want to be the hero of your company? Introduce SMS based micro-engagements into many IT workflows so you can solve problems quickly and efficiently with users interacting with Jira Service Desk using simple text messages for a quick and powerful service desk experience.

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We have launched our Ushur for approvals app in the Atlassian Marketplace that works with your Jira Service Desk to transform your approvals into text messages, so you don’t have to send those email or text reminders to your boss. With Ushur, your approvals are no longer getting buried in the pile of emails. Check out our app in the Atlassian Marketplace to learn more.




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