For IT agents, doing repetitive tasks can be boring and take up a lot of time, regardless of whether they are entry-level or experienced. These tasks often follow a routine, and that’s where IT support automation comes into play. It makes the service desk processes more organized and saves your company time and effort.
However, it’s not a good idea to automate everything without thinking. You have to be selective about what to automate. That’s why we’ve got some service desk automation ideas to help you enhance your service and reduce mistakes.
In this article, we’re going to give you a big list of these ideas and show you how to use InvGate Service Desk to make them even better.
So, without any more delay, let’s get started!
What is Service Desk Automation?
Service desk systems were created to make life easier and help businesses provide excellent customer service.
Unfortunately, you will hear many customer service agents say, “We’re still stuck dealing with a huge pile of support requests, and simply getting around the system takes up a lot of our time.”
Here, service desk automation can fine-tune the ticketing process and reduce the manual effort. In a nutshell, service desk automation means using technology and methods to make IT support services work better. This usually includes using smart ticket systems, self-service websites, and tools that do tasks automatically. With these IT automation technologies, you can sort and organize support requests, answer common questions automatically, offer self-help options, and manage different tasks and approvals more efficiently.
Top 7 Service Desk Automation Ideas
Now, let’s have a look at some of the service desk automation use cases that we can automate using RPA.
Is your business struggling with the manual distribution of support tickets among agents? Do you often find that support agents end up with tickets that should have gone to someone else?
If these scenarios sound all too familiar, it’s time to consider an automated service desk. With automated ticket routing, support tickets are directed to the agents best equipped to handle them.
Automated ticket assignment ensures that each support ticket is in capable hands. For example, technical support issues are assigned to agents with the technical expertise to address them. On the other hand, billing or returns-related tickets are routed to agents who are knowledgeable about return policies and procedures.
Email management can be challenging for IT service desk agents when it comes to filtering, routing, and offering responses to each customer. Here, automation can play a role in filtering and sorting mail into categories. Once these emails are categorized, using RPA bot service desk agents can offer immediate responses to customers. Also, the RPA bot can prioritize mail and schedule its delivery for a specific time.
Alerts and Notifications
In the quest to automate support services and deliver seamless customer experiences, effective communication is paramount. This is where notifications come into play. Notifications are predefined automated alerts, messages, or responses that are triggered when specific conditions are met. These notifications serve a dual purpose, keeping both support agents and customers well-informed. They are typically dispatched via email or text messages, offering a means to track the progress of a support ticket.
IT service desk agents can use automation to provide multiple conditions under which they can send and receive email notifications. RPA bots can easily create auto responses on ticket creation, assignment, and response to users.