Productivity
fromComputerworld
1 week agoOne-third of help-desk tickets stop work, says study
Nearly one-third of help-desk tickets in large organizations are work-stoppers, with Tuesday being the busiest day for help desks.
Help desks need help. But many of the agents coming to the rescue are chatbots in disguise. They claim to "resolve tickets" or "transform IT support," but when you actually roll them out, most of these tools end up routing tickets, not resolving them. Remove their agent mask and they're glorified intake forms with a friendlier UI. I've worked with dozens of enterprise IT teams who want something better, something real.