How Automated Two-Way Texting Can Simplify Your Service Desk

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As many employees and managers know, IT service desk workflows can be notoriously cumbersome, with emails getting stuck in inboxes, IT teams over flooded with requests, etc. While systems of records like Jira Service Desk transformed the way we do things, many companies don’t realize further optimization is possible. That’s why we’re excited to announce the launch of Ushur for Approvals - A Jira Service Desk app in the Atlassian Marketplace - an dd-on that allows your company to transform IT service desk workflows into text message conversations.

Creating an approval request and making approvals can now all be done through simple text messages, without having to log in to Jira Service Desk, but all information transferred and logged in Jira. 

Here is why companies will want to take advantage of these automated text messages:

It's Fast: Accelerate turn around time

In our world today, we accept that emails can take days to respond to, whereas a text is opened and responded to within a couple minutes. While we may never open an email, texts are opened at a rate of 99%. This is why when IT teams move their service desk workflows to text message conversations they cut turnaround time in half, with employees making approvals and resolving tasks with a simple text.

It's Accessible: Approve requests without logging in

A point of friction for large companies continues to be access, especially with our workforce becoming more and more distributed and remote. For employees on the go, it is hard for them to log in to a system of record if they don’t have a computer or they are say a truck driver. However, everyone can respond and create text messages with the smartphone being as available and mobile as it is today. Extending service desk capabilities to all of your employees, even the ones not familiar with your system of record, means all of your operations can be consistent throughout.

It's Frictionless: no apps to download, works on all phones

Your employees only keep a certain number of apps on their phone. Typical users keep just 30 apps on their phone at a time, and 70% of users will delete a new app within 24 hours. If downloading, learning to use, and keeping an app is a barrier for your employees, why not cut out the middle-man? Text-messaging is as ubiquitous and simple of a process as it comes. So with Ushur, anyone can send a text to request or send an approval with no apps to download or log in to.

These are just a few reasons to add the Ushur for approvals to your Jira Service Desk for text-based approvals. With Ushur, your approvals are no longer getting buried in the pile of emails. 

Want to learn more? Check out Ushur for Approvals in the Marketplace.