ServiceNow Ticket Reassignment; The Real Impact on Happiness and Productivity

Impact of reassignment counts on Happiness

Reassignment counts or reassigning tickets is known as when a ticket is passed from one person or team to another. This can be due to many reasons, however, the most common reason is the service desk agent not having sufficient skills to resolve the end-users IT incident or request. Reassigning tickets created a ping pong effect, batting the incident around different people or teams until the problem is resolved, or in the worst-case scenario, closed without resolution.

Pasi and Sami discuss the impacts of reassigning tickets and the damaging impacts it not only has on your end-users happiness but their productivity and the time they lose, resulting in a loss of business value and costs.

This data was taken from the 2020 Happiness Score™ Report, now known as the Global IT Experience Benchmark Report. Download the latest report here.