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Helpdesk Automation Tools for Faster Resolution Times

Automate daily tasks with with tailor-made tools for teams to accelerate request resolution and reduce customer support load.

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helpdesk automation

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 essential part of any effective help desk software. There are different tasks that could be automated in the process. Many of them are simple routines and agents perform them on a daily basis. For example, ticket classification, ticket assignment to the best agent in a team, and sending notifications to interested parties. However, there are also tasks that require more effort. An example is solving a request, where the 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. These tools automate both routine and advanced tasks resulting in overall effectiveness and efficiency. Eventually, they provide several benefits expected from an automated help desk software, where the most important are shorter resolution time, improved communication between customers and team members, and increased overall team productivity.

Shorter Resolution Times

Accelerates the resolution process by automatically determining request types and routing them to the right person for further processing.

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Improved Communication

Automates delivery of timely and personalized notifications to customers, agents, and managers with relevant data about important events.

Increased Productivity

Automation of repetitive tasks frees up team members to concentrate on more challenging work, such as customer relationships.

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Workflow Engine

The workflow engine provides run-time execution of common commands based on rules or macros. For each stage in the process, a specific set of automated commands can be tailored to save manual work. Examples include ticket assignment, request categorization and classification, and delivery of email and desktop notifications.

Assignment and Categorization

Appearance of new issues and 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. Whenever a new event meets an established condition, the workflow engine triggers a predefined action.

Notification Rules

Keeps all users informed with timely email notifications and alerts, whether they are customers, agents or managers. The settings section enables the design of email templates with the desired level of notification for different ticket actions.

workflow engine
AI-driven recommendation

Intelligent Solutions

The AI-driven engine monitors all messages and learns from previous effective solutions and requests.

Response Recommendation

During the request resolution, the assigned agent runs the AI-driven procedure and gets a ranked list of recommended responses to the request.

Recommendation Settings

The AI algorithm can be adjusted to increase accuracy. You can choose the minimum similarity between compared solutions and enable or disable answers from the knowledge base and FAQs section.