For IT brokers, doing repetitive duties may be boring and take up lots of time, no matter whether or not they’re entry-level or skilled. These duties usually observe a routine, and that’s the place IT help automation comes into play. It makes the service desk processes extra organized and saves your organization effort and time.
Nonetheless, it’s not a good suggestion to automate every thing with out pondering. You must be selective about what to automate. That’s why we’ve obtained some service desk automation concepts that will help you improve your service and scale back errors.
On this article, we’re going to provide you a giant record of those concepts and present you the best way to use InvGate Service Desk to make them even higher.
So, with none extra delay, let’s get began!
What’s Service Desk Automation?
Service desk methods had been created to make life simpler and assist companies present glorious customer support.
Sadly, you’ll hear many customer support brokers say, “We’re nonetheless caught coping with an enormous pile of help requests, and easily getting across the system takes up lots of our time.”
Right here, service desk automation can fine-tune the ticketing course of and scale back the guide effort. In a nutshell, service desk automation means utilizing know-how and strategies to make IT help companies work higher. This normally consists of utilizing sensible ticket methods, self-service web sites, and instruments that do duties routinely. With these IT automation applied sciences, you may type and manage help requests, reply widespread questions routinely, provide self-help choices, and handle completely different duties and approvals extra effectively.
Prime 7 Service Desk Automation Concepts
Now, let’s take a look at among the service desk automation use circumstances that we are able to automate utilizing RPA.
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Ticket Routing
Is your online business battling the guide distribution of help tickets amongst brokers? Do you usually discover that help brokers find yourself with tickets that ought to have gone to another person?
If these situations sound all too acquainted, it’s time to contemplate an automatic service desk. With automated ticket routing, help tickets are directed to the brokers greatest outfitted to deal with them.
Automated ticket task ensures that every help ticket is in succesful arms. For instance, technical help points are assigned to brokers with the technical experience to deal with them. However, billing or returns-related tickets are routed to brokers who’re educated about return insurance policies and procedures.
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E-mail Administration
E-mail administration may be difficult for IT service desk brokers in relation to filtering, routing, and providing responses to every buyer. Right here, automation can play a task in filtering and sorting mail into classes. As soon as these emails are categorized, utilizing RPA bot service desk brokers can provide instant responses to prospects. Additionally, the RPA bot can prioritize mail and schedule its supply for a particular time.
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Alerts and Notifications
Within the quest to automate help companies and ship seamless buyer experiences, efficient communication is paramount. That is the place notifications come into play. Notifications are predefined automated alerts, messages, or responses which might be triggered when particular situations are met. These notifications serve a twin goal, retaining each help brokers and prospects well-informed. They’re usually dispatched through e-mail or textual content messages, providing a way to trace the progress of a help ticket.
IT service desk brokers can use automation to offer a number of situations below which they will ship and obtain e-mail notifications. RPA bots can simply create auto responses on ticket creation, task, and response to customers.