Reducing Manual Ticket Routing Through Smarter Self-Service Design

Too Many Tickets Requiring Manual Routing

The organisation operated a self-service portal within Ivanti Neurons Enterprise Service Management that was used by a diverse audience, including both technical and non-technical users.

The self-service portal served a broad user base with varying levels of technical knowledge.

Whilst technical teams often understood which Configuration Item to select, many users did not.

This resulted in requests being submitted with incorrect Configuration Items, reducing routing accuracy and creating additional workload for the Service Desk.

When raising requests, users were required to select a Configuration Item (CI) associated with the service they needed support with.

In many cases, users selected the first Configuration Item presented rather than the correct one.

This resulted in tickets being assigned incorrectly, requiring Service Desk intervention to identify the correct service, determine ownership and manually route requests to the appropriate support team.

As ticket volumes increased, this manual effort created unnecessary overhead for the Service Desk and delayed resolution times for end users.

Key Challenges

• Users being asked to make technical choices
• Incorrect Configuration Item selection
• Mixed technical and non-technical user base
• Frequent manual ticket routing
• Ticket reassignment activity
• Reduced first-time routing accuracy
• Increased Service Desk workload
• Delayed assignment to support teams
• Reduced self-service effectiveness

Smarter Routing. Less Manual Effort.

The redesigned self-service experience significantly improved routing accuracy by helping users select the correct Configuration Items and support services.

By reducing user confusion and automating more of the routing process, the Service Desk spent less time reviewing and reassigning tickets.

This allowed resources to focus on higher-value activities whilst users reached the correct support teams more quickly.

Why This Matters

Many organisations invest heavily in self-service capabilities but still experience high levels of manual ticket routing and triage.

When users are asked to make decisions that rely on technical knowledge, routing accuracy often suffers and Service Desk teams spend valuable time correcting avoidable errors.

This engagement demonstrates how thoughtful service catalogue design, configuration management and user experience optimisation within Ivanti Neurons Enterprise Service Management can improve operational efficiency whilst delivering a better support experience.

It also highlights the value of designing self-service experiences around how users think rather than how systems are structured.