The Remote Work Series: Service Desk Automation

In light of the recent dramatic changes to working arrangements, we decided to publish a four-part series to help companies facing unfamiliar territory with some pro tools, tips, and hacks that we have seen our customers and other growing enterprises use to accelerate their remote teams. Check out the first and second posts. 

So far, we’ve outlined some ideas for creating an effective tech stack for a remote worker. Then, we suggested how customer service teams can structure their support process by putting an emphasis on priority to accelerate remote workers’ flow. Now, let’s take a look at how automation can accelerate remote teams.

Automation

Automation is the ultimate accelerant for remote employees and the teams that support them. But we must be wary of throwing resources and tools at a perceived problem and expect that they will solve it. Instead, your management team must carefully consider how you will deploy.

Tools that aid in automation, such as Lessonly Knowledge and Servicenow, can accelerate simple repetitive workflows by taking oversight from an employee’s workload and leveraging a bot. But these types of tools work best in organizations that are scaling or otherwise dramatically changing, as in the case of shifting towards a remote workforce.

Building a Service Desk in Slack

With remote teams spending most of their time in a communication platform like Slack, it behooves the support team to unify access to tools to where employees work to ensure uninterrupted flow. To this point, we suggest exploring tools like askSpoke or Halp, which are built with a Slack-first mentality. This reduces friction for employees in managing work continuity in a remote environment. In particular, they are great for small businesses that don’t have an existing ticketing system in place. Request forms can be submitted by users and are instantly copied into a triage channel as a new ticket.

Intelligent Routing

Triaging requests at scale is a task best allocated to a software solution. By intelligently routing requests from a remote team, you can accelerate their workflow. Some solutions that you might consider include askSpoke, Jira Service Desk, Spiceworks, and Obie. Here is a quick overview of how they all work to connect the right people to the right task.

  • askSpoke uses AI to intelligently route the questions to the right team or people
  • Jira Service Desk allows support teams to manually set up ticket routing to agents/departments
  • Spiceworks’ help desk lets teams route tickets based on user selections in an intake form as well as using keywords
  • Obie connects the agent responsible for a Jira Service Desk ticket directly from Slack to continue resolution and updates relevant parties on the status

Stay tuned for the final post of our four-post series! 

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