This summer the IT Service Desk implemented an email ticketing system. All emails sent to the
Service Desk automatically create an incident ticket and send the customer a response email
with the ticket info. The goal was to enhance both the user experience and the internal efficiency
of the IT Service Desk, contributing to smoother operations and faster resolution times.

Benefits to the Customer:

1. Immediate Confirmation: Customers receive instant confirmation that their issue has been logged, providing reassurance that their request is being addressed.
2. Centralized Communication: All conversations and updates are contained within a
   single ticket, reducing confusion and ensuring that no information is lost in separate
   emails.
3. Seamless Escalation: If an issue requires escalation, the entire history of communication is already documented within the ticket, making it easier for higher-level teams to step in and assist without delays.

Benefits to the Service Desk:

1. Streamlined Workflow: The system automatically creates and organizes tickets,
   allowing staff to focus more on solving issues rather than administrative tasks like
   logging tickets manually.
2. Improved Organization: All tasks are centrally located in one system, making it easier to track, prioritize, and resolve customer issues.
3. Reduced Errors and Repetitive Work: Automation reduces the chance of human error in ticket creation and minimizes the need to enter the same information multiple times.