Multiple Service Desks & Issue Types
Helpdesk Bot gives you the flexibility of setting up multiple service desks for various departments within your organisation. For example HR, IT, Finance etc. Also, you can setup multiple issue types for each desk e.g. Pay stub, Tax deducted certificate, Employment certificate etc.
FAQs & Auto Answers
Commonly asked questions by employees such as pay stubs, employment letters etc. can be preconfigured with rich content like document links, intranet links etc. Helpdesk bot automatically answers employee questions and creates a ticket only when an employee question is outside the FAQ list.
Workflow & Nudges
Helpdesk Bot allows you to configure workflow for issue creation, assignment and resolution. Each service desk can be assigned to one or more process owners. An issue can be assigned to an agent (see assignment rules). A service can have many agents. Agents can be nudged/requested by the owner or issue creator to complete the tasks within the specified turn around time (TAT).
TAT & Escalations
The Helpdesk bot automatically escalates via Slack chat messages, the Issues that are not closed within the stipulated TAT. Process/Desk owners can intervene in a timely fashion thereby increasing employee satisfaction.
Multiple Assignment Rules
An issue can be assigned to an agent automatically on a “round-robin” basis or manually by the process owner. Automatic allocation of issues increases productivity by effectively using the agent resources and thereby increases issue response time which in turn increases employee satisfaction.
Record Keeping & Audit Trial
Helpdesk Bot captures every update on the issue and corresponding responses & make it available via the bot on real-time. This system of recording helps in creating knowledge asset when agents change and also creates a powerful audit trial. Each desk can have a unique channel or multiple desks can be mapped to a single channel.
Issue Status & Notifications
Agents can update the status of an issue and provide remarks against an issue via Helpdesk Bot in Slack. Bot automatically notifies via direct message on any status change instantly to issue creator. Bot also notifies process owners with the daily/weekly/monthly stats on issue received, pending, resolved in time and escalated
Issue Resolution & Feedback
When an issue is resolved, the Helpdesk Bot instantly triggers a brief survey to the issue creator and takes feedback on his/her experience in interacting with the agent and overall satisfaction. The feedback and satisfaction scores in turn can be used to rate agents and create powerful rewards/incentives.
Helpdesk Bot allows you to configure many features like desk names, issue types, nudge frequency, escalation limits, FAQs and auto answers etc.
Reports & Analytics
Helpdesk Bot allows you valuable insights about the bot usage in terms of issue raised and resolved through the bot. You can keep track of the support desk workflows for your company and also the leaderboard for top issue resolvers.