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Remote Work Series: Part 3 – Service Desk – Automation

In light of the recent dramatic changes to working arrangements, we at Obie.ai decided to publish a four-part series aiding companies who are being pushed into 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 Part 1 and Part 2 first.

So in Part 3 of of our Series, we outlined some ideas on what constitutes an effective technology stack for a remote worker. In Part 2, we suggested that support teams create structure and rigor to their support process by putting an emphasis on priority to accelerate remote workers flow. Now, we introduce the concept of automation to accelerate both the remote teams and the staff that supports them.

Onboard tools because they solve problems—not just to have them

Anais Farges (Head of IT, Instacart)

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 Obie 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

slack laptop screen

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

switchboard

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 status

Our final installment of our 4-part series will be coming soon. Please revisit our blog for the conclusion.