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Automate your daily helpdesk tasks

Helpdesk automation reduces support load with tailor-made tools for your team.

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helpdesk automation engine

Support your customers across all communication channels

Helpdesk Automation Tools

Helpdesk automation is a set of software technologies and tools that provides automation of common and repeatable customer support tasks. It’s an integral part of every effective help desk software. There are different tasks that could be automated in the support process. Many of them are simple routine and support agents perform them on daily basic. For example, ticket classification, ticket assignment to the best support agent in a team, and sending notifications to interesting parties are typical and simple helpdesk tasks. However, there are also tasks that require more effort from the support staff. An example of such a task is solving a request, where the support agent must first thoroughly analyze the customer request, then resolve the issue or problem, choose the best possible answer, and inform the customer about the result.

In SympoQ, helpdesk automation ensures optimized support using two major tools: the integrated workflow engine with support ticketing system, and AI-driven engine that provides personalized responses and solutions to customer requests. They provide several benefits expected from automated help desk software, and the most important are:

Faster response times

Automatically determine the type of request, route it to the right person and send automated responses and alerts.

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Improved communication

Keep customers, team members, and managers informed with little or no effort and deliver timely information.

Increased productivity

Automation of repeated tasks frees up your team members to concentrate on more challenging work.

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Workflow engine

The workflow engine provides a run-time execution of common help desk commands based on rules or macros. You can create a specific set of commands tailored to your support process to save manual work.

Assignment and Categorization

Appearance of new requests is monitored according to predefined submission rules. This enables automated categorization, assignment, and optional prioritization of requests.

Scheduled actions

Time-dependent conditions can be added to workflow rules that monitor ticket status to ensure that all established time-based commitments are not at risk.

Notification rules

Keeps all users informed with timely email notifications: you can simply select an appropriate email template and set the desired level of notification for different ticket actions.

workflow engine
AI-driven recommendation

Intelligent solutions

The AI driven engine monitors the entire communication within your helpdesk and learns from their previous effective solutions and requests.

Agent response recommendation

During the request resolution, your agent runs the AI algorithm and gets the ranked list of recommended responses to the request.

Recommendation settings

Set the algorithm features: choose the minimum similarity between compared solutions and enable or disable answer from knowledgebase articles.