Service Request Automation: Everything You Need to Know

Nowadays, most start-up companies use manual methods to track the work of customer service. What happens when your team grows, and hundreds of customers come running in with their problems? Manually managing all the service requests is not only cumbersome but also takes more time and leads to human error. Are you one of them looking for a solution to tackle these problems? 

You’ve come to the right place!

Automation is the solution you’re looking for. Speaking about Automation, it simplifies human activities and reduces the operational cost to a great extent. Starting from large to small enterprises, businesses are constantly adopting automation as the key strategy to stay ahead of the competition. In this blog, let’s look at Service Request Automation in detail.

What is an IT Service Request?

The Service Request is simply defined as the formal request made by the client to obtain information or support offered by the department. The IT team receives the request in form of a ticket and performs necessary actions to resolve the ticket. It is used in various businesses such as Finance, Human Resources, Sales Marketing, etc.

Some people often confuse the term Service Request with Incident Requests. But, both are entirely different. Service Request deals with requests for specific services such as password reset, etc. On the other hand, incident requests deal with unexpected interruptions like computer failure, etc.

Life Cycle of Service Request Automation

The four stages of Service Request Automation are listed below.

1. Ticket Creation

2. Ticket categorization, prioritization, assignment

3. Communicate with end-users

4. Ticket resolution and closure

Ticket Creation

It is the first stage in the service request cycle. After receiving a service request from a user via mail, phone, or through a help portal, the request is automatically converted into a ticket.

Ticket Prioritization and Assignment

After the tickets are generated, the tickets are accessed, prioritized, and assigned to the right person automatically.

Communicate with end-users

This is the most important part of the Service Request Cycle. In this stage, the necessary measures are taken to solve the ticket. 

Ticket Resolution and Closure

This is the final stage of service request automation. In this stage, the ticket is resolved and granted the status Closed. The term “Closed status” indicates that the client agrees with the solution.

Benefits of Service Request Automation:

Service request automation has many benefits. Some primary benefits of automating your service requests are listed below.

  • Saves time and cost.
  • Decrease human error and offer high-quality service
  • Improve customer satisfaction
  • Customers are frequently updated about the status of the request.
  • Get quicker authorizations
  • Power up your efficiency and more.

Autointelli automatically detects potential problems in complex IT systems without human interference. It aids in managing large systems, improves customer experience, maintains team productivity, and helps to stay competitive. 

To experience the benefits of Service Request automation in your business, Feel free to contact us and talk to our experts today. Hope this article was helpful! To know more about automation, visit our blog.

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