Incorrect Assignment / Misrouting / Miss Assigned Tickets

An open discussion on issues related directly or primarily to the service or help desk.
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Joined: Wed Mar 29, 2017 8:00 pm

Thu Mar 30, 2017 9:34 pm

I am new here . After hours of browsing the internet , looking for ways to reduce the incorrect assignment , I have managed to find this forum, hopefully I will help others and be helped by others.

Like I said, I am looking for a way to reduce the miss assignment from my Service Desk . I am one of the Incident Managers , and for weeks I've been working on Incorrect Assignment reports , but the numbers just keep on growing. :(
We have classified the miss assignment in two main causes : Knowledge Gaps and Human Errors , but I feel that is not enough..
If any of you have some simple steps, or 2-3 pages of lecture that could help , I would be more than willing to learn. Thank you 8O

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