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Because each report arrives as its own ticket. Four hundred people ask the same question, four hundred tickets are triaged individually, and agents spend the outage typing the same sentence instead of anything useful.
Meanwhile the SLA clock runs on all four hundred, and the breach report afterwards describes a failure that was really one event.
Incident management holds the outage as one record; tickets merge or link to it, and one update reaches everybody attached. Problem management then holds the underlying cause separately from the incident.
So the queue reflects distinct issues rather than the popularity of one, and breach reporting can distinguish an event from a pattern.
It does not monitor the network or detect outages. It gives you one place to hold one when your monitoring finds it.
And it will not fix a root cause. Problem management makes it a tracked thing with an owner rather than a recurring surprise.
CSAT is collected across resolved contacts rather than only where somebody was moved enough to respond, and reporting separates volume driven by incidents from ordinary demand.
Entitlement from the customer record means a business line and a consumer line get the response each is contracted to.
Yes, with one update reaching everyone linked to it.
Yes — the cause is tracked separately from the event.
Yes, from the contract on the customer record.
Half an hour on your own numbers is usually enough to say whether Desk is the right place to start.