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Automated Queue Management: How to Streamline ServiceNow Support

May 31, 2023

ServiceNow is a powerful platform for managing IT services, but without effective ticket management, issues may not be resolved in a timely manner. That’s where Automated Queue Management feature comes in. 

Automated Queue Management is a feature that automatically routes incoming tickets to appropriately skilled agents in the order they are received. This can benefit your organization in a number of ways, including: 

  • Efficient workload management:?With Automated Queue Management, there’s no need for micromanagement of each agent’s workload. The system automatically distributes incoming tickets based on skillset, ensuring that each agent receives a fair share of the workload. This leads to more efficient use of time and resources, as well as improved morale among agents. 
  • Elimination of cherry picking:?When agents can pick and choose which tickets to work on, it leads to cherry picking, where they select only the most convenient tickets and leave the more challenging ones for others. This can create bottlenecks in the system and delay resolution times. Automated Queue Management eliminates this problem by ensuring that tickets are distributed fairly across all agents. 
  • Faster response times:?By streamlining the ticket routing process, Automated Queue Management reduces service response time. Tickets are distributed quickly and efficiently, ensuring that issues are addressed in a timely manner. This can lead to improved customer satisfaction and a more positive overall experience for users. 

If you’re looking for a way to improve the efficiency and effectiveness of your IT support, then Automated Queue Management is a great option. To learn more about how custom features like Automated Queue Management can benefit your organization, contact Onshore Outsourcing today. 

Why Onshore Outsourcing? 

At Onshore Outsourcing, we grasp the critical importance of efficient IT support. Our wide array of ServiceNow support services is proof of our commitment. The Automated Queue Management feature is a testament to our mission to enhance ServiceNow’s effectiveness. Choosing Onshore Outsourcing means opting for innovation, cost reduction, and exemplary results, all wrapped in a socially responsible business model. We stand to benefit not just your organization but also the communities we serve. Join us in this symbiotic journey of growth and mutual success. 

To learn more about how Onshore Outsourcing can help you improve your ServiceNow support, contact us today. 

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