From a shared mailbox to a service desk
Giving a busy support team one place for every request, with its full history.
The situation
A support team of 25 handled around 100 new requests and 100 follow-ups a day from a shared Outlook mailbox. Emails were sorted by hand into Outlook categories, and each person picked up their own category.
Every new reply went through the sorting again, so a case could change hands along the way. Follow-up was hard, and no history traced a case from start to finish.
The process
Beforeshared mailbox
- Email arrives
- Sorted by hand into a category
- Picked up by category, moved or forwarded
- Replied, and the next reply is sorted again
Afterservice desk
- Email arrives
- Becomes a ticket
- Stays with the same owner
- Full history kept
What I did
- Mapped how requests really came in and moved between people.
- Chose Jira Service Management with a mail connector, so the team kept working from familiar messages while every exchange landed in a ticket.
- Configured queues, custom fields and automatic routing rules.
- Gave managers a view of open requests and of each person’s workload.
The result
- people moved to the new desk
- 25
- new requests a day
- ~100
- of requests now tracked
- 100%
Every request now has an owner and a complete history, and managers can see the workload as it happens.