For IT brokers, doing repetitive duties might be boring and take up a number 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 assist 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 little thing with out pondering. It’s a must to be selective about what to automate. That’s why we’ve acquired some service desk automation concepts that will help you improve your service and scale back errors.
On this article, we’re going to offer you an enormous checklist of those concepts and present you easy methods 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 programs had been created to make life simpler and assist companies present wonderful customer support.
Sadly, you’ll hear many customer support brokers say, “We’re nonetheless caught coping with an enormous pile of assist requests, and easily getting across the system takes up a number 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 assist companies work higher. This often contains utilizing sensible ticket programs, self-service web sites, and instruments that do duties mechanically. With these IT automation applied sciences, you possibly can kind and set up assist requests, reply widespread questions mechanically, supply self-help choices, and handle totally different duties and approvals extra effectively.
High 7 Service Desk Automation Concepts
Now, let’s take a look at a number of the service desk automation use circumstances that we will automate utilizing RPA.
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Ticket Routing
Is your online business fighting the guide distribution of assist tickets amongst brokers? Do you usually discover that assist brokers find yourself with tickets that ought to have gone to another person?
If these eventualities sound all too acquainted, it’s time to think about an automatic service desk. With automated ticket routing, assist tickets are directed to the brokers greatest geared up to deal with them.
Automated ticket project ensures that every assist ticket is in succesful fingers. For instance, technical assist points are assigned to brokers with the technical experience to deal with them. Alternatively, 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 might be difficult for IT service desk brokers with regards to filtering, routing, and providing responses to every buyer. Right here, automation can play a job in filtering and sorting mail into classes. As soon as these emails are categorized, utilizing RPA bot service desk brokers can supply speedy 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 assist 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 can be triggered when particular circumstances are met. These notifications serve a twin goal, retaining each assist brokers and prospects well-informed. They’re usually dispatched by way of electronic mail or textual content messages, providing a method to trace the progress of a assist ticket.
IT service desk brokers can use automation to offer a number of circumstances underneath which they will ship and obtain electronic mail notifications. RPA bots can simply create auto responses on ticket creation, project, and response to customers.