5/6 Help Desk Automation Tool Minimizes Daily Administrative Tasks

A help desk is a resource designed to provide customers or end users with information and assistance related to the products and services of a company or institution. The purpose of a help desk service is often to troubleshoot or provide guidance on products such as computers, electronics, food, clothing, and software. Businesses generally provide technical assistance to their customers through various channels, such as toll-free numbers, websites, instant messages, and email. There is also an internal help desk designed to assist employees.

Organizations use the IT ticketing system to document and track user service requests and incidents. Each ticket is assigned a category and severity so that IT administrators can prioritize requests in queues for investigation, action, escalation (if necessary), and final resolution. 

Traditionally, ticketing systems are just one way to organize requests. It is a front-end to a help system that has long relied on expert human experts to answer questions, implement services, and solve problems.

However, many of the problems with ticketing systems are tedious and mundane, and are quickly resolved using a simple and easily documented workflow. 

For example, if your company needs to recruit new employees, the steps to create credentials, assign application access, and schedule training can be time consuming. Businesses can derive more value from their help desk staff who research and solve more complex problems, such as those related to application performance.

Help desk automation enables IT teams to handle many day-to-day tasks, such as hiring employees and new requests for VM provisioning, through automated responses. New help desk tools set rules and enforce workflows to ensure that every request is fully and consistently addressed. 

Incident response and help desk automation tools increasingly bring together metrics like response time, resolution time, and customer satisfaction. Some also include a customer self-service wiki and documentation. The most advanced tools use artificial intelligence and machine learning to analyze the causal relationships between problems and solutions.