Help Desk Automation: Key Benefits Of Process Automation

Many small and medium business (SMB) help desk teams rely on manual processes for ticket prioritization and allocation, resulting in delayed processing of requests, incomplete documents, lost requests, and communication with end users. It will worsen the situation. trouble.

Also, as this entire firefight continues, forget to conduct follow-up surveys to measure end-user satisfaction. In such a situation, the survey is at the bottom of the list of things to do for everyone, and the results of the survey under these conditions are not good.

So why does SMB rely on inefficient manual processes? The team may be under budget for software tools, or simply too busy to even have time to evaluate a better way to handle help desk service.

But every day your help desk is based on manual workflows, you risk losing:

• Time that can be spent on direct support, not on the hassle of management.
• Energy dedicated to learning and improving skills
• The problem of falling into a crack
• Knowledge and solutions not shared with the team.
• Trust and satisfaction of users and administrators.
• In short, all these inefficiencies cost the company.

Get A Significant ROI From Automation

If you want to go to great lengths to optimize your help desk support services operations, then automation should be at the top of your list of best practices. why? This allows you to use your team's skills more effectively, understand heavy or spike workloads, speed problem resolution, satisfy users, and make them look like a help desk hero to administrators. 

Automation makes it easy for teams to handle large numbers of tickets while eliminating waste. In other words, automation helps make your job smarter, not more difficult.

Tasks To Be Automated

SMB software solutions can deliver powerful help desk automation based on customizable business rules. Make sure that the software solution you choose can:

• Automatically captures all incoming requests and records them in the database.
• Automatically assign each problem to a specific help desk technician or group of technicians based on skill routing
• Automatically notify technicians that a new task has been assigned
• Automatically prioritize issues according to rules (severity, system, people reports, etc.)
• Automatically apply expiration dates and routing based on configurable service level agreements (SLAs)
• Provide tools to document successful solutions to a problem for later use
• Written communication with users.
• Automatically notify users of troubleshooting or escalations
• Automatic user survey after problem resolution to measure satisfaction levels
• Generate metric-based reports related to problems and services.

Top benefits of automation

1.Accelerate Response To Problems.

Most help desk teams are judged on how quickly they respond to problems and how quickly they are resolved. After all, speed is what users want, and when they're happy, executives pay attention.

How Does Automation Reduce Response Time?

Automating workflow can significantly improve incident response times and problem resolution by incorporating certain "yes, then" capabilities. For example, if a help desk receives a phone call about a printer problem, Workflow Automation can identify the type of phone and route it to the appropriate person, or send an auto attendant to the user. Most systems also provide a way for users to submit their tickets through a web portal or email, which can speed up routing and reduce calls to the help desk.

2. Improved Reporting Accuracy

Automation of workflow avoids human error and inconsistencies in data entry, improving the accuracy of help desk statistics. It also reduces the amount of manual effort required to collect data and correct errors. Field defaults, required fields, and automatic routing rules are all tools to ensure that all reported incidents are treated in the same appropriate and exactly the same way. Improved service accuracy while improving data accuracy for reporting purposes.

3.Improve Communication With Users.

User complaints do not mention the status of the problem. Help desk teams can be overwhelmed when trying to send an email to each user when a request is received, escalated, or closed. Automatic email notifications reduce the burden on staff and ensure that all users receive timely notifications about their status. This is a great way to increase user satisfaction while reducing staff workload.

4 Building Collective Knowledge

The knowledge base allows technicians to easily document the modifications they have attempted (successful and unsuccessful). So colleagues can reinvent the wheel without learning from experience and wasting time and effort. If the solution is useful, a help desk technician can generate a knowledge base article from the help desk ticket solution. Both the technician and the user must be able to search the knowledge base, but must provide a way to hide the complex solution from the user so that the user does not attempt to make complex corrections by himself.