More importantly, end-user happiness and productivity decrease dramatically each time a ticket is reassigned. Each additional time a ticket is bounced, happiness falls by close to 10 points, while end-users lose over an hour more of their work time.
So what should IT do about this?
Understand the impact of ticket reassignments and identify their causes
You can start by measuring the impact of ticket reassignments on end-users and identifying the causes of ticket reassignments in your own organization.
In the view below using sample data for example, you can see that many tickets which were reassigned 3 times were related to Salesforce and Workday.
From this insight, you can work on ways to reduce ticket bouncing for these areas. Once you start identifying where and why reassignments frequently occur, you can automate parts of the process to get that ticket to the right agent without reassignments.
Tackling the underlying causes of unnecessary ticket reassignments will enable IT to provide a more seamless service experience for end-users, and give hours back to the business.
If you are interested in how HappySignals measures and helps you to understand ticket reassignments, watch this episode of Happy in 15 where I give a more extensive demo!
Mitigate the negative impact of ticket reassignments
Even if reassignments are impossible to eliminate, you can still make small but effective changes to the service experience for end-users. For example, end-users are often frustrated when they are not updated about the progress of their tickets.
So each time a ticket is bounced, IT could send end-users a message informing them that their issue is being reassigned to an expert team.
Simple, easy-to-implement changes like these can already make a huge difference to end-users’ perception of IT support!
The link between ticket bouncing and end-user happiness and productivity is too strong to ignore
Our experience working with IT in different organizations has shown us that ticket bouncing has such a pronounced effect on end-user happiness and productivity, that we believe it could be one of the most important ITIL metrics for businesses to improve.