Service desk solutions have helped IT support teams with organization and efficiency, but there are still a lot of tedious tasks that come with ticketing systems. Technicians are constantly fighting the battles of irrelevant tickets, categorizing or linking, assigning owners, and trying to prevent human error from impacting their metrics. These problems are especially prevalent in organizations with many silos of users, submitting tickets on any number of issues, and no uniform method of communication.
Fortunately, technology is starting to make your service desk more proactive without triggering unnecessary work. Bottom line: automation techniques will streamline processes, eliminating the aforementioned problems for technicians. It will also simplify the ticketing system for customers, keeping them more informed and satisfied.
Here are a few automation features that are on their way to service desks:
1. Prioritize Tickets
Once tickets are created, they need to be assigned priority status and routed to the right technician. Priority status will be largely automated, routing simple tasks to Level 1 agents and escalating more serious incidents to Level 2 and 3 techs. How will it know which tasks are more serious? Some organizations would consider any ticket from a C-level executive “serious.” This will be automated. Maybe anything with the words “outage,” “broken,” or “urgent” would be considered serious. Automated routing could be set up for that. Service desk solutions will also be able to route tickets to different techs based on their expertise, ticket history, and current workload, all of which can be automatically determined from data (your organization’s history of tickets).
2. Categorize Tickets
Maybe your organization has different incident management protocols based on the category (or department) that the ticket originates. Hardware issues go to one technician, but facilities issues go to another. Samanage already features AI technology that will suggest categories and subcategories to users submitting tickets. It can even categorize them automatically, saving technicians the headache of sorting through tickets to figure out where they belong.
3. Automate Emergency Incident Responses
When your security monitoring software notes an unexpected configuration change, you may be in the midst of a data breach. Why wait to look at the ticket, research it and decide what to do? Instead, set up an automation that recognizes an unauthorized configuration change, generates a ticket and restores the original configuration before forwarding the ticket to the appropriate party.
4. Improve SLA Adherence
Once tickets are generated, create scripts that help technicians meet their SLAs. Start the timer on a ticket immediately, pausing when appropriate for desk closure or times when you’re waiting on information from a customer. Send follow-up messaging to technicians when they’re coming up against an SLA deadline. When a ticket is closed, send reporting to the technician to let them know whether they met their agreements, and create daily or weekly SLA reporting for the entire service desk team.
Want to learn more about the future of machine learning and automation in ITSM? Check out our on-demand webinar.
About Chris McManus
Chris McManus is a Senior Content Specialist at Samanage with a variety of media and creative content experience. He works with Samanage customers on case studies, webinars, and spotlight videos.
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