Over the past few decades, IT has seen some incredible advancements in many fields, especially around the service desk. And ensuring that your IT service desk runs smoothly every day can be challenging, especially when IT skills are scarce. As businesses grow, so does the demand for IT support. High ticket volume is one of the biggest struggles IT service agents often face. According to research from HDI and Gartner, the First-Level Resolution (FLR) sat at 64% in 2017 and rose to 74% in 2019. Moreover, Gartner also stated that 89% of organizations prefer to provide digitized user experience to reduce friction and build customer loyalty.

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