For IT brokers, repetitive duties are extra than simply monotonous—they’re a silent productiveness killer that drains organizational assets. As per reviews, companies are inclined to lose $1.3M yearly as a result of inefficient IT assist processes. When implementing handbook ticket resolutions, advanced tickets can lengthen to 45-60 minutes whereas organizations embracing clever service desk automation expertise:
Service desk techniques 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 quite a lot of our time.”
Right here, service desk automation can fine-tune the ticketing course of and scale back the handbook effort. In a nutshell, service desk automation means utilizing know-how and strategies to make IT assist providers work higher. This normally consists of utilizing sensible ticket techniques, self-service web sites, and instruments that do duties routinely. With these IT automation applied sciences, you possibly can type and manage assist requests, reply widespread questions routinely, supply self-help choices, and handle completely different duties and approvals extra effectively.
Now, let’s take a look at a few of the service desk automation use circumstances that we will automate utilizing RPA.
Ticket Routing
Is your online business fighting the handbook 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 situations sound all too acquainted, it’s time to contemplate an automatic service desk. With automated ticket routing, assist tickets are directed to the brokers finest geared up to deal with them.
Instance: A posh community infrastructure subject routinely routes to a senior community engineer, whereas a easy software program license question goes to a junior assist specialist.
Automated ticket routing ensures:
- Exact ticket task
- Optimum useful resource allocation
- Quicker downside decision
E-mail Administration
E-mail administration may be difficult for IT service desk brokers on the subject of 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 fast responses to prospects.
An RPA bot can:
- Categorize incoming assist emails
- Prioritize pressing messages
- Generate instantaneous acknowledgment responses
- Schedule e-mail supply primarily based on precedence
Alerts and Notifications
Within the quest to automate assist providers 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 function, maintaining each assist brokers and prospects well-informed. They’re sometimes dispatched by way of e-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 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.
For instance, a worldwide e-commerce platform managing a number of assist channels is notified with buyer reviews web site cost gateway subject.
- Ticket created at 10:15 AM
- Automated notifications:
- Affirmation e-mail despatched instantly
- Technical crew alerted inside 2 minutes
- Administration notified if not resolved inside half-hour
- Buyer receives standing updates each hour
Incident Administration
Each buyer shares a standard need – to have their points resolved in a single interplay with a educated agent. Nonetheless, because of the inherent complexities of sure issues, attaining this supreme isn’t at all times possible. There are situations the place your assist brokers could encounter points that surpass their experience, data, or authority. In such circumstances, the ticket must be escalated to higher-level representatives.
Due to this fact, implementing an automatic course of for environment friendly ticket escalation turns into important. Utilizing service desk automation, brokers can set up ticket escalation guidelines that automate the method of directing main assist incidents to probably the most appropriate crew members inside your operational hierarchy. This ensures that important points obtain immediate consideration from these finest geared up to resolve them, enhancing the general high quality of buyer assist. 
When a important server outage happens:
- Preliminary ticket routinely escalates to senior infrastructure crew
- Predefined escalation guidelines activate
- Related stakeholders obtain fast notifications
- Monitoring mechanism ensures well timed decision
Information Base Administration
In terms of service desk automation, the creation of a self-service data base is undoubtedly one of the crucial good concepts. This data base serves as a central repository for producing, archiving, and sharing pertinent data together with your prospects.
In line with a analysis report, a exceptional 91% of consumers would use a data base if it met their wants.
A well-structured data base can revolutionize your customer support by resolving points autonomously, decreasing ticket quantity, and providing an ideal self-service expertise to prospects. To enhance the client expertise additional, you possibly can optimize your data base for key phrases. It will assist customers seek for self-help articles or FAQs associated to their points simply.
For instance when a consumer searches “Microsoft Groups audio points”
- AI immediately recommends:
- Troubleshooting information
- Video tutorial
- Associated neighborhood discussion board discussions
- Choice to create assist ticket if self-help fails
SLA Monitoring and Compliance
Monitoring Service Stage Settlement (SLA) compliance and addressing violations are important benefits of automated workflows. With automation, you now not have to attend for tickets to achieve important levels or exceed supreme response occasions. You possibly can proactively arrange alerts primarily based on SLA situations, making certain that you simply keep full visibility and management over your IT service desk operations.
Additionally, in a busy service desk setting, all tickets are important, however they could not all require fast consideration. Service desk automation permits you to categorize and prioritize assist tickets, offering your IT groups with clear steering on which tickets want fast motion and which may be dealt with at a later time.
A important enterprise buyer reviews community interruption. 
Automated SLA tracker:
- Identifies premium assist tier
- Triggers fast high-priority response
- Tracks decision progress
- Generates compliance report
- Initiates compensation course of if SLA breached
Password Reset
It is among the commonest service requests that IT service desk brokers obtain from customers. Leveraging automation on this course of permits service desk brokers to authenticate consumer identification routinely by asking multifactor questions and verifying all the main points out there on this system. As soon as verification is finished, RPA bots can share the hyperlink to the modified password. This reduces the time spent on resolving the password reset processes and enhancing consumer productiveness.
