{"id":17629,"date":"2023-03-10T17:59:42","date_gmt":"2023-03-10T12:29:42","guid":{"rendered":"https:\/\/justcall.io\/blog\/?p=17629"},"modified":"2023-06-27T12:15:08","modified_gmt":"2023-06-27T06:45:08","slug":"what-is-help-desk-workflow","status":"publish","type":"post","link":"https:\/\/web.justcall.dev\/blogv2\/what-is-help-desk-workflow.html","title":{"rendered":"What is Help Desk Workflow? (Examples & How to Create One)\u00a0"},"content":{"rendered":"

Help desks are platforms that store and organize communication details to improve support and service. These gateways to information and assistance help customers and employees get to the meat of the matter.<\/p>\n

As such, a help desk workflow must be optimally designed to offer instant value. But what is this help desk workflow, and how can you derive more value from it? Here\u2019s a detailed look.<\/p>\n

What Is Help Desk Workflow?<\/h2>\n

A help desk workflow contains a set of tasks that employees need to complete to effortlessly resolve customer queries or complaints. By having a well-defined set of activities laid out in front of them, agents can offer a pleasant customer experience<\/a> without experiencing any burnout.<\/p>\n

While most help desks are external and customer-facing, you can also use help desk workflows for internal training and onboarding<\/a> of staff. An HR help desk gets fresh recruits acclimatized to your business processes and tech stack.<\/p>\n

Examples of Help Desk Workflow Process<\/h2>\n

Here are a few help desk workflow processes that shed light on the subject:<\/p>\n

Employee engagement<\/h3>\n

Employees are often in the dark about the perks, benefits, and entitlements while working in an organization. A help desk workflow can mitigate the tedious task of constantly consulting HR on such topics.<\/p>\n

The help desk can capture primary information from the employee and extract data from organizational policies to offer personalized answers. In case of any policy changes, you can set up a help desk workflow that communicates the changes to all the employees who will be affected by the same.<\/p>\n

Ticket organization<\/h3>\n

Help desk workflow can be instrumental in managing tickets, regardless of their volume. You can create the helpdesk workflows that analyze ticket details and label them on the basis of channel, frequency, etc.<\/p>\n

Once tagged, the custom workflow<\/a> can arrange the tickets on a rule-based system of priority. As such, agents can follow a simple top-down approach and resolve the tickets in a timely manner. What\u2019s more, help desk workflows can update the ticket status as open, in process, resolved, or closed in real time.<\/p>\n

Address Frequently Asked Questions<\/h3>\n

Most tickets, be they internal or external, are fairly routine in nature. As such, they can be closed by deflecting them to the knowledge base. You can do so by creating a help desk workflow that uses request type as the trigger keyword to auto-respond to tickets using canned responses. These responses can send links to relevant resources, along with the option for escalation.<\/p>\n

Extract info from interactions<\/h3>\n

Most inbound communications contain some amount of fluff. And when your customer support<\/a> agents are already pressed to respond to all queries immediately, they simply do not have the time to review every email and phone call recording<\/a>.<\/p>\n

A help desk workflow can assist in this regard by quickly analyzing such interactions and lifting the key highlights to distill them in the most actionable form for agents. You can even automate business workflows that follow trigger words to further lighten the load off your agents\u2019 shoulders.<\/p>\n

How to Set Up Help Desk Workflow Process Automation<\/h2>\n

Here is an overview of how you can implement help desk workflows and set them up for automation:<\/p>\n