A user will typically call the service desk if they encountered an issue with their computer. The technician handling the request will put the user on hold and then complete the necessary paperwork to start the ticket. This is the only way for the issue to be addressed or escalated, and only after the ticket is closed is the customer notified of an email confirmation. It could take several hours or even days depending on how critical the problem is.
In this antiquated operational model, staff can become annoyed and frustrated and productivity levels will eventually decrease. There has to be a better solution to automate the service desk!
Software solutions for help desks offer powerful help desk automation capabilities built on flexible business rules. When you’re considering automation in help desk software, make sure that you’re using the following features: Whenever you really need special info on Automation in ITSM, look at this website.
Automatically recording and logging all incoming requests
Automatically assigning each case to a specific Help desk technician (or group of technicians) in accordance with skill routing
Notifying the technician by email that a new job was given to him.
Automated prioritization and prioritization of issues according to rules (i.e. System, severity, reporting person
Automated routing and due dates are based on customizable service level agreements (SLAs).
Offering tools to document the successful solutions to issues so they can be leveraged later
Automating workflows for onboarding processes.
Documenting communications with the user
Automatically notifying users of issues resolution or escalated
Automatically surveying users following their problem is resolved to determine satisfaction levels
Automatically issuing reports based on the metrics related to service and issues.
Automation will also enable you to handle simple requests without any human involvement, for example:
Password resets
Folder creation
Permissions
No doubt on automation
Automating is a must when you’re able to automate. The initial investment in the technology that allows automation will quickly be returned with increased efficiency, decreased errors, and increased customer satisfaction.
Enhance the timeliness and frequency of Status Updates
One thing that bothers most customers is that they don’t know the status of their concern and how long they’ll need to wait before it’s solved. With the help of certain programs, you can define guidelines for timely notifications to your customers on the status of their request or ticket.
You can reduce the number inquiries the service desk gets by keeping customers updated. If a ticket resolution does not meet your service level agreement, you can create automated alerts that will escalate to the highest priority status to ensure that nothing slips through the cracks.
In digital transformation, we can become so fixed on providing top-tier tech for our customers that we neglect to provide support to our staff. It’s simple to automatize your service desk and provide them the support that they need.
