Service Desk email speed - what should we expect?

[Jed DuShane]

We are starting to manage tickets by email in Jira Service Desk (on our local windows server, PostgreSQL db), and noticing that the turnaround times are long.

Local LAN Exchange 2010 server, SMTP & IMAP with Service Desk.

This is an example - is this normal?

Email to helpdesk@	2:13:55
Marked read in helpdesk mailbox	2:14:55
Shows up on web	2:15:45
agent gets email	2:16:13
first response to customer	2:17:00

Emails between Outlook users on the same system take less than 2 seconds.

Both the Service Desk server and the Exchange server have little load on them.

We have around 200 tickets a month, so really low load.

Any ideas?