Executive Summary
Keeping track of all the tasks to be completed while submitting, working, and closing a trouble ticket can be overwhelming once volume begins to soar. Manual tracking won't cut it; too much time and effort is expended pushing papers and not enough addressing customer needs. Not to mention tickets that go missing or SLA deadlines speeding past.

Instead, computerize tasks that do not require human intervention and let your customer support solution do the administration. "Automation Not Mechanization" illustrates how to keep things moving using the automation capabilities on your customer service system without turning the process into a factory floor.

• automatic routine email responses
• automatic alerts for looming service level agreement deadlines
• automatic incident creation and submission from email.

These are but three of many tasks that are ripe for automation. Read this white paper to learn more about helping customers instead of pushing a mound of paperwork.