IT support automation has become a game-changer for businesses aiming to enhance efficiency and improve service delivery. The increasing complexity of IT environments and the growing demand for quick and reliable support have pushed organizations to seek innovative solutions.This is where IT support automation comes into play. In this article, we'll delve deep into the concept of IT support automation, exploring its definition, benefits, challenges, and the tools that make it all possible.
We'll also introduce InvGate Service Management as a powerful alternative solution for businesses looking to automate their IT support processes.
With its workflows, ticket assignment rules, automated reports, and with the help of AI-powered features, you'll find it much simpler to manage tickets!
Ready to transform your support operations? Keep reading to find out how!
What is support automation?
IT support automation refers to the use of technology (frequently an ITSM solution) to perform tasks and processes without human intervention, aimed at enhancing the efficiency and effectiveness of IT support services.
This can include automating routine tasks, such as ticket routing, password resets, and providing instant responses to common queries.
By leveraging automation, organizations can reduce manual effort, minimize human error, and ensure that support teams can focus on more complex and high-value tasks. Ultimately, IT support automation leads to improved customer satisfaction, faster ticket resolution, and a more streamlined support process.
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5 benefits of IT support automation
We have made it clear how important it is to implement IT support automation, and we have some facts to back it up. The benefits of support automation come in many forms, such as:
- Reduction of human error - Automated processes decrease human errors considerably. As the service desk takes over manual tasks, the chances of mistakes or misinterpreting instructions are reduced.
- Rise in productivity - Instead of spending time on mundane or repetitive tasks, your team can focus on more complex and vital issues. Automation will help them be more efficient and productive, increasing customer satisfaction.
- Optimization of resources - Automation can help to optimize your resources, such as time, money, and energy. By automating tasks, you can reduce manual labor and free up more resources for other activities.
- Improved customer experience - Automation also makes customer service processes easier and faster. This improves customer satisfaction since they can immediately respond to their queries.
- Cost savings - Automation can help save on costs associated with manual labor, as well as improve efficiency by reducing the amount of time spent on tasks. This results in improved IT budgeting and more money saved for your organization.
5 challenges of support automation
While support automation brings many benefits, it also presents certain challenges:
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Implementation complexity: Setting up automated systems can be complex and requires careful planning and integration with existing systems.
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Initial costs: The initial investment in automation tools and technology can be significant in some cases.
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Change Management: Transitioning to automated processes requires changes in workflows and employee roles, which can be met with resistance.
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Maintenance: Automated systems require ongoing maintenance and updates to ensure they continue to function effectively.
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Over-reliance: Excessive reliance on automation can lead to a lack of human oversight, potentially missing out on nuanced issues that require human judgment.
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Customer support automation: 6 steps to succeed
It all seems so attractive up to now, and you might be wondering where to start now. These are six key steps to succeed in the support automation process.
1. Choose a robust help desk
Selecting a robust help desk solution is the first step towards IT support automation. The right software will offer essential features like ticket management, workflow automation, and integration capabilities.
InvGate Service Management is a prime example, providing a comprehensive platform to streamline support operations. It comes with a wide range of triggers, actions, and conditionals to automate simple processes, plus workflow capabilities and third-party integrations to optimize your operations.
2. Build your help desk
Once you've chosen your help desk software, the next step is to build and configure it according to your organization's needs. This involves setting up user roles, defining workflows, and customizing the interface to ensure it aligns with your support processes.
Helpful tip! Structure your help desk into five levels of IT support to make processes easy and straightforward – our ITSM implementation checklist might be of help to kick off this process.
Here you can use InvGate Service Management's features to build different help desks with their own SLAs, time zones, working hours, and agents and automate ticket routing and escalation.
3. Set up level 0
Level 0 support involves self-service options like knowledge bases, FAQs, and automated chatbots. These tools empower customers to find solutions independently, reducing the workload on support agents and speeding up resolution times.
So, when we talk about level 0 of IT support, we're talking about the self-service portal. This will save tons of time for both end users, and agents while reducing your ticket volume.
For it to be efficient, you need to build three main things:
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A self-service portal to give end-user a place to access all the resources they need.
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A knowledge base with articles that cover the most common tickets.
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A service catalog to create requests related to their issue.
Once you have all these in place, you can tweak the settings to automate small tasks to do things like allowing articles to display when users create a request on InvGate Service Management.
4. Map level 1 tasks susceptible to being automated
Identify routine manual tasks that Level 1 support typically handles, such as password resets, account unlocks, and basic troubleshooting. Automating these tasks can free up your support team to focus on more complex issues.
From all the tasks assigned to the first tier of IT support, you need to select the ones susceptible to automation. These are often repetitive tasks that take too much time but don't require human input.
Once you have the list, start the automation process to release your agents and let them focus on duties that require human input.
5. Create workflows
Now its time to create workflows! An important step is to design workflows that automate the routing of support tickets based on predefined criteria, ensuring that each issue is directed or escalated to the appropriate team or agent for its resolution. This helps in reducing response times and improving overall efficiency.
Workflows are ideal for all processes involving several steps, such as approvals, escalations, and processes such as onboarding and offboarding employees, or change requests.
You can use InvGate Service Management's no-code workflow builder to create and customize them as you wish. The tool also incorporates pre-built templates for common workflows that can save you a lot of time when designing your automation processes.
Plus, you can even include steps to be executed by external tools thanks to its integrations with tools like Microsoft Teams, Zapier, or InvGate Asset Management or other areas of your organization to encourage Enterprise Service Management (ESM) adoption.
Change Request: Definition, Form, And Free Workflow Template
6. Monitor performance
Regularly monitor the performance of your automated processes to ensure the are functioning as intended. Use analytics and reporting tools to gather insights and make data-driven decisions to continuously improve your automation strategy.
This is essential. It will help you identify any potential issues and keep your operations running smoothly.
IT support automation tools
The market offers a plethora of IT support automation tools (usually in the form of ITSM solutions) designed to streamline various support processes. These tools range from simple workflow automation functions to advanced AI-powered platforms.
Among the top contenders when comparing ITSM tools is InvGate Service Management, known for its robust features and user-friendly interface, making it an excellent choice for businesses looking to enhance their support operations.
So, what to look for in automation technology? Well, a wide range of tools and technologies are available to help automate customer service processes. These are the ones that we recommend:
1. Help desk automation
Help desk software is the backbone of IT support automation. It provides a centralized platform for managing support tickets, tracking issues, and ensuring timely resolution. These tools often include features like ticket categorization, priority setting, and automated responses, which are essential for efficient support operations.
InvGate Service Management, for example, offers all these features and more, making it a top choice for businesses seeking a comprehensive solution.
2. Workflow automation
Automated workflows are crucial for streamlining support processes. They allow for the seamless routing of tickets, ensuring that each issue is handled by the appropriate team or agent. By defining clear workflows, businesses can reduce response times and improve the overall efficiency of their support operations.
On InvGate Service Management, you can create them by dragging and dropping elements, trigger actions in external tools, and add users from other business areas if necessary.
3. Email notifications
Automated email notifications keep customers informed about the status of their support tickets. These notifications can include updates on ticket progress, resolution timelines, and feedback requests. By keeping customers in the loop, businesses can improve transparency and build trust.
InvGate Service Management allows for customized email templates, ensuring that communications are consistent with your brand's voice and tone. Plus, InvGate Service Management can be integrated with Zapier. So, you can also page agents using PagerDuty.
4. Canned responses
Canned responses are pre-written replies to common queries, enabling support agents to respond quickly and accurately. They are the primary type of customer service automation since they help agents respond more quickly to recurrent queries while ensuring Standard Operating Procedures (SOP) and ensure consistency in communications.
InvGate Service Management supports the creation and management of canned responses to customer inquiries, allowing agents to address frequently asked questions efficiently and effectively.
5. AI capabilities
Artificial Intelligence is revolutionizing IT support automation. AI powered tools can analyze customer queries, provide instant responses, and even predict issues before they arise. This advanced technology helps in reducing response times and improving the overall support experience.
With InvGate Service Management AI Hub, there are may exciting features to explore:
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Keyword generation.
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Contextual knowledge article summaries (by virtual agent).
6. Integrations
Integration capabilities are essential for a seamless support experience. By integrating your help desk software with other tools and systems, you can ensure a unified and efficient workflow.
InvGate Service Management offers a wide range of integrations, allowing you to connect with various platforms and streamline your support processes. For instance, you can offer omnichannel support and automate workflows by integrating third-party platforms like Microsoft Teams into InvGate Service Management.
Automation best practices
Automation is all about improving processes and making them more efficient. And the best way to achieve that is to follow best practices. For starters, keep it simple. Don't try to automate everything, as this can make the process more complicated and overwhelming. Start small and grow with time. Build the automation that suits your team better.
Gather feedback. Customer feedback is not the only important feedback. So, don't underestimate the importance of empowering your agents. Automation may seem like it can solve a big part of the job, but its purpose is to help them do their job easier, not replace them. So, be flexible and listen to what they have to say. This will definitely have an impact on your team's performance.
After creating any automation, test it regularly to ensure it works correctly. See if it suits your needs or needs to be improved. Also, use service desk metrics to keep an eye on how automation is performing and adjust it accordingly.
Finally, don't forget about the end-user. Automation should be used to improve customer experience, so focus on that when designing any process.
How can InvGate Service Management help automation?
There are many service desk automation systems and tools. InvGate Service Management stands out as a powerful solution for IT support automation. With its comprehensive features and user-friendly interface, it offers everything businesses need to streamline their support operations. These are its key features:
1) AI Hub
We already talked about this exciting set of features. InvGate's AI Hub is at the forefront of IT support automation, leveraging artificial intelligence to transform the way support operations are managed.
The AI Hub is capable of analyzing vast amounts of data, identify potential issues before they become major problems, and automate complex tasks that typically require human intervention, such as advanced troubleshooting and personalized customer interactions.
The AI Hub’s ability to integrate seamlessly with other features of InvGate Service Management further amplifies its impact, making it an indispensable tool for modern IT support.
2) Automation
Automation is a cornerstone of InvGate Service Management, enabling the streamlining of routine tasks and workflows. By automating repetitive tasks such as ticket routing, password resets, and system diagnostics, the platform significantly reduces the manual effort required from support agents.
This allows the support team to focus on more complex and high-value issues, thereby improving overall productivity and efficiency. Automated workflows ensure that each ticket is directed to the right agent or team based on predefined criteria, reducing response times and enhancing service quality.
3) Integrations
Integration capabilities are essential for a seamless support experience, and InvGate Service Management excels in this area. The platform supports a wide range of integrations with other tools and systems, ensuring a unified and efficient workflow.
Whether it's connecting with CRM systems, IT asset management tools, or communication platforms, InvGate Service Management provides the flexibility to create a cohesive support environment. These integrations allow for the seamless exchange of information, reducing the need for manual data entry and minimizing errors.
The InvGate Service Management Integration Cheat Sheet
4) Customization
InvGate Service Management offers extensive customization options, allowing businesses to tailor the platform to their specific requirements. From custom ticket fields to personalized dashboards, the platform provides the flexibility needed to create a support environment that aligns with your organization’s workflows and processes.
This level of customization ensures that the support team can work more efficiently, with tools and interfaces that are specifically designed to meet their needs.
Moreover, InvGate Service Management allows for the customization of automated workflows and rules, ensuring that they align perfectly with your support strategies.
This means that businesses can create tailored automation processes that fit their unique operational requirements, enhancing overall efficiency and service delivery. The ability to customize the platform also extends to branding, allowing businesses to maintain a consistent look and feel across all customer interactions.
5) Reporting and analytics
In-depth reporting and analytics are crucial for monitoring performance and making data-driven decisions, and InvGate Service Management excels in this area. The platform offers comprehensive reporting tools that provide insights into various aspects of support operations, such as ticket volume, response times, and agent performance.
These insights help managers identify trends, pinpoint areas for improvement, and make informed decisions to enhance overall efficiency and service quality.
6) Self-Service portal
The self-service portal in InvGate Service Management empowers customers to find solutions independently, reducing the workload on support agents and speeding up resolution times.
This comprehensive portal includes features like knowledge bases, FAQs, and automated chatbots, providing customers with the tools they need to resolve common issues on their own. By offering a wide range of self-service options, businesses can enhance customer satisfaction and reduce the volume of support tickets.
Service desk automation ideas
Before we get to the end of this article, we wanted to present you with some service desk automation ideas. Implementing service desk automation can significantly improve the efficiency and effectiveness of your support operations. Here are some innovative ideas to help you get started.
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Automated ticket routing: Automate ticket routing using predefined rules to ensure tickets are assigned to the appropriate team or agent. This reduces manual assignment time and speeds up issue resolution, enhancing overall efficiency.
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Self-service portals: Already covered. Empower customers with self-service portals featuring knowledge bases, FAQs, and automated chatbots. These tools allow customers to find solutions independently, reducing the workload on support agents and improving customer satisfaction.
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Automated workflows: Another useful resource we already talked about. Design automated workflows to handle repetitive tasks like password resets and system diagnostics. This frees up support agents for more complex issues, ensures consistency, and reduces human error.
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AI powered chatbots: Integrate AI-powered chatbots to handle a large volume of customer queries, providing instant responses and solutions. These chatbots can address common issues and escalate complex problems to human agents, enhancing support efficiency and customer experience.
By exploring and implementing these service desk automation ideas, you can enhance efficiency, accuracy, and customer satisfaction in your support operations. Tools like InvGate Service Management can help transform your service desk into a highly efficient, customer-centric operation.
Final thoughts
IT support automation is a transformative approach that can significantly enhance the efficiency and effectiveness of your support operations. By automating routine tasks, reducing manual effort, and improving response times, businesses can achieve higher customer satisfaction and better support outcomes. InvGate Service Management offers a robust platform for implementing IT support automation, providing the tools and features needed to streamline your support processes.
And the best part is that with InvGate Service Management can set all this up in no time. With its wide range of features, you'll be able to save time, optimize operations, and use your resources wisely and cost-effectively.
Want to give it a go? Ask for a 30-day free trial or explore the live demo to see how easy it is to create workflows, customize your self-service offering, and integrate it with external apps!
Frequently Asked Questions (FAQs)
What is IT support automation?
IT support automation refers to using technology to perform support tasks and processes without human intervention, enhancing efficiency and reducing manual effort.
What are the benefits of IT support automation?
Benefits include improved operational efficiency, consistency, cost savings, enhanced customer satisfaction, and scalability.
What tools are essential for IT support automation?
Essential tools include help desk software, automated workflows, email notifications, canned responses, AI capabilities, and integration options.
How does InvGate Service Management support automation?
InvGate Service Management automation comes with features like AI Hub, customizable workflows, robust integration capabilities, extensive reporting and analytics, and a comprehensive self-service portal.
