We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.
You can download the full report here.
We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.
How did we arrive at this conclusion?
We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions.
Watch our video to get a glimpse of some of our key observations from the report.