Every Ticket That Mentioned a Password Went to a Team of Two

Описание и применение

Автоматическое распределение тикетов по ключевым словам привело к массовому перенаправлению запросов о паролях в команду, отвечающую за блокировки, увеличив нагрузку и задерживая критические проблемы.

Задача

Automatic routing rules based on keyword matching caused a large portion of tickets to be misrouted to the identity team, increasing their workload and delaying real lockout issues.

Результат

Keyword-based routing drastically reduced assignment time but caused significant misrouting, overwhelming the identity team and delaying critical lockout resolutions.

Рабочий процесс

• 1. Email arrives at service desk.
• 2. Routing engine checks 60 keyword rules from top to bottom; first match wins.
• 3. Tickets containing "password" or "login" are sent to identity queue.
• 4. Identity team processes tickets; many are reassigned if unrelated.
• 5. Reassignments are tracked; rules sending >15% wrong tickets are reviewed weekly.

Доказательства

Every email to our service desk was read by an analyst who decided which team should handle it. It was slow at busy times, so we replaced it with automatic routing.

Источник

About sixty rules, written in a workshop with each team, look for words in the subject and body and send the ticket to a queue. The rules are checked from the top and the first match wins.

Источник

The identity team, two people who deal with locked accounts and access, asked for their rules to sit near the top, because a locked out manager cannot wait. One of those rules sent anything containing the words password or login to them.

Источник

In the first month the desk looked transformed. The average time to assign a ticket fell from forty minutes to under one. Meanwhile the identity queue grew from about thirty open tickets to four hundred and ten.

Источник

When we sampled two hundred tickets in that queue, seventy one percent belonged to another team.

Источник

Routing now relies mainly on the category people choose in the desk portal, with three plain options for access problems, and on the subject line rather than the body. Signatures and footers are stripped before any rule looks at a message.

Источник