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add remove What is Helpdesk bot?
Helpdesk bot is an internal issue tracking and ticketing system on Slack. It automates answers of common queries or Frequently Asked Questions and provides flexible workflows to assign unresolved queries for resolution to agents all within Slack messages.
add remove What are the configurations required to activate the Helpdesk bot??
Configuring Helpdesk bot requires setting up the following parameters: Activating the bot on Slack by registering on Huminos followed by -
- Setting single channel or multiple channel in Slack for issue tickets. The tickets would contain detailed timelines on issue resolutions.
- Creating Service Desks - depending on Departments or an other factor on which you wish to segregate your issues.
- Creating Issue Types for each Desk
- Setting up TAT for issue types
- Mapping Desks to Slack channel where only the physically present users will be able to participate
- Assigning desk one or more Owners to Desks
- Setting up rules for issue assignment to Agents
- Setting up Nudge frequency
add remove How is Helpdesk bot different from any other software tool meant for managing tickets?
Many organizations have implemented Slack as the central platform for employee communication, collaboration and engagement. In addition to Slack, companies also use SaaS based web platforms to manage work processes like service issue resolution. These web based tools are typically not integrated into Slack and operate standalone at best integrated into a company’s intranet. Helpdesk bot operatives natively on Slack itself thereby removing friction for users in navigating between multiple platforms.
add remove What is a Service Desk? Who is a Desk Owner?
A service desk is an internal process or function or service area. For example, HR, IT, Payroll etc.
A desk owner is typically an in-charge for an internal process or function within a desk.
add remove Who is a Desk Agent?
An agent is the employee who works on issue resolution.
add remove What is an Issue Type?
Each desk or function has one or more issue types. For example, Payroll function can have issue types like paystub not received, leave balance incorrectly showing etc.
add remove What is a Nudge?
Nudge is an auto reminder process used by the Helpdesk bot to periodically remind Desk Owners and Desk Agents to act, post and update the status of an issue.
add remove Can I use the bot to add FAQs??
Yes, you can add FAQs by using the Auto Answer feature. Admins can provide a variety of sample questions and corresponding response. The bot would smartly respond to all those questions(and also other questions with similar context) with the provided response.
add remove Can the bot answer questions differently for different locations?
Yes, you can add location labels and specific responses to questions based on the location.