Reassignment counts or reassigning tickets is when a ticket is passed from one person or team to another. This can be due to many reasons. However, the most common cause is the service desk agent not having sufficient skills to resolve the end-user 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 closed without resolution in the worst-case scenario.
Pasi and Sami discuss the impacts of reassigning tickets and the damaging consequences 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 our Global IT Experience Benchmark Report.
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