Learn how to succeed in your role as a service desk agent.
How does Jira Service Desk auto-prioritize requests?
Jira Service Desk comes with some powerful automation tools. IT teams can set up their service desk to calculate a request's priority automatically.
Removing manual processes gives time back to your team. Your team spends less time triaging and prioritizing requests which provides more time for resolving IT service tasks. Calculating the correct priority helps allocate requests into the correct service level agreement (SLA).
Some IT teams use an impact-urgency matrix to determine the priority of an issue to help determine which requests should be automatically prioritized. The definitions of urgency and impact could be defined in your knowledge base to ensure all members of the team have the same understanding of the terms.
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