u/FrameOver9095

So every morning I open the helpdesk queue and there's like 50 tickets just sitting there all marked the same priority. I have to go through each one and figure out if it's a password thing, hardware thing, network thing, whatever. Then manually assign it to the right team. This morning took me an hour and a half because people write the vaguest descriptions. "Computer not working" okay cool which computer and what's not working??? I keep asking if we can get something that does this automatically based on keywords or categories or literally anything. Boss says it's on the roadmap. Roadmap for what year though??