The IT landscape has drastically evolved in the last 10 years. IT teams that were once hired to manage a mere eight applications on average now must wrangle modern tech stacks with 130 applications on average. 

To add to this complexity, teams must contend with increasingly ambitious digital transformation initiatives and business objectives around adopting new AI technologies. Many teams just simply can’t keep up.

One of the biggest areas of inefficiency in IT processes is helpdesks. When helpdesks aren’t integrated with the rest of your tech stack, they often require manual tasks and workflows to resolve issues. This causes delays, inaccuracies, and ultimately, customer dissatisfaction. 

The key to solving these challenges while reducing resolution times and improving customer experiences is integrating your helpdesk platform with the rest of your IT systems. By doing so, you can automate your tedious manual helpdesk tasks. 

Let’s explore the benefits of automating your helpdesk processes, and how you can implement these automations with integration. 

3 benefits of helpdesk automation

When you connect your helpdesk with other key applications in your tech stack, you’ll unlock numerous benefits. Discover the impacts these benefits can have on your business.

Accelerated issue resolution

Manual processes like ticket routing, ticket tracking, and issue monitoring can lead to slow resolution times. These manual tasks introduce complexities, errors, and delays that prevent you from delivering high quality service. And, they leave your customers with negative experiences.

The good news is you can reduce your resolution times by automating these processes. Learn how to build an automation that gives your team instant updates in a collaboration tool, such as Slack, any time a new ticket comes in with our blog, “Synchronized support: Enhancing IT operations with Zendesk-Slack integration.”

Improved resolution accuracy

For many businesses, the data needed to solve issues is buried across a variety of systems. IT teams then must search all of these sources to find the solution and resolve the issue. They might even propose a solution without all the information they need–leading to inaccurate resolutions that frustrated customers.

By integrating your knowledge sources, you can ensure that complete, accurate, up-to-date information is at the fingertips of your IT teams.

Enhanced efficiency

As IT budgets tighten, you must make the most of all your resources, including your team. However, they can’t focus on high-level projects that help you reach your overall business goals when they are bogged down with manual helpdesk tasks. To free up your teams and reduce operative costs, automate your time-consuming helpdesk processes.

Your automation roadmap

To make these benefits a reality at your business, start by building an automation roadmap. This allows you to ensure you’re prioritizing automations that will have the highest business impact. Here are a few processes that should be on your list: 

• Ticket management: Integrate your IT service management (ITSM) and helpdesk tools to automatically create tickets from various sources like email, system alerts, and user portals, and route them to the appropriate teams. 

• Monitoring and alerting: By integrating your monitoring tools with your helpdesk, you can automatically create tickets from system alerts and performance issues, and trigger automated responses for common alerts. 

• User communication: With automated notifications configured, you can notify users of ticket creation, status updates, and resolutions. 

• Issue resolution: Integrate your helpdesk with your knowledge bases and self-service portals to provide users with automated suggestions for common issues–enabling them to resolve issues independently.

• Reporting and analytics: Automatically generate and distribute reports on ticket volumes, resolution times, and user satisfaction to analyze trends and identify areas for improvement.

• Change management: Integrate your helpdesk with your change management tools to automate the approval and implementation of changes.

Supercharge your helpdesk with Celigo’s iPaaS

With your helpdesk integrated with the rest of your IT tech stack, your team can do more with less. They are no longer bogged down with tedious ticketing tasks or spending hours searching for answers to resolve tickets. This improves your efficiency and effectiveness. 

If you’re ready to start integrating your systems, start by selecting an integration solution. Choose a solution that is user-friendly and has robust capabilities to prevent bottlenecks and integration backlogs. 

Celigo’s iPaaS (Integration Platform as a Service) is the ideal solution for businesses looking for a scalable and intuitive solution. With all your integrations on a single AI-powered platform, you can streamline the integration process and quickly implement your helpdesk automations. 

Deliver excellent customer experiences and drive your business forward with helpdesk automation. Start building your helpdesk automation strategy today with our ebook, “Scaling support: Building a better help desk with automation.”