The Real Costs Associated with Email-Based Support

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The Problem with Using Email for IT Support

Click through for findings from an email IT support study from Atlassian, provider of JIRA Service Desk, and CE&I.

By 2017, 132 billion business emails will be sent and received per day, and by the time you finish reading this, 20 billion more business emails will be written.

Email has been our go-to mode of communication for some time now. And, while it's great for conversation, email often gets used in parts of the business where it's not scalable -- including internal support.

A few email exchanges may seem harmless and inexpensive, but as your company grows, your internal service desk will become flooded with email requests and have no way to prioritize, categorize, assign or deflect them. The result? Lost tickets, wasted time by agents and unhappy employees.

Until now, there have never been data points or research on the real costs associated with email-based support. Recently, CE&I research partnered with JIRA Service Desk to conduct primary research on this topic. They surveyed customers who either rely only on email support or have relied only on email support and then invested in a service management tool.

This slideshow features highlights from their study.


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