Overcoming helpdesk time wasters with AI and automation 

Slow service, numerous errors, and a backlog of requests: these are not words you want to associate with IT support. Unfortunately, far too many helpdesks experience these circumstances, frustrating both the employees who work with them and the users who rely on them. The good news? AI-powered IT is already capable of changing that paradigm, and fast.

In this blog, we’ll discuss how AI in IT can eliminate time wasters from your helpdesk, transforming it into a powerful point of contact between IT departments and users, and supercharge your efficiency.

Main factors slowing your helpdesk

Countless factors slow down your helpdesk’s processes and overall efficiency. From overwhelmed staff to improper task management, here are some key obstacles to a smoothly run helpdesk.

High volume of support requests

The increase in remote work, when coupled with the growing number of devices and endpoints needed to run an IT department, translates to a high volume of ticket requests. IT support teams are often overwhelmed by these demands. Additionally, understaffed support teams get bogged down with mounting Tier-1 tasks that prevent them from taking on more complex and lengthy projects.

Repetitive, time-consuming tasks

Tedious and repetitive IT tasks are productivity killers for employees. Common examples include password or printer issues, internet outages, and computer performance problems. These perfunctory, mundane tasks can wear down an employee’s energy levels and hamper morale.

Improper ticket prioritization

Organizations that lack a ticket priority system leave support agents without a way to prioritize urgent issues. This oversight results in delays, backlogs, and general frustration. Another side effect of this disorganization is that it can lead to customer expectations being overlooked or mismanaged. For example, if a customer submits an issue and doesn’t hear back—instead of receiving step-by-step communication and transparency—impatience grows fast.

Scattered communication

Service desks that lack a centralized communication system often struggle to provide adequate customer support. Messages pour in via email, phone calls, messaging, and even face-to-face interactions. This fragmented communication makes it difficult for agents to track and manage requests efficiently. It also results in duplicated efforts, miscommunications, and delayed responses—all of which affect the overall user experience.

Lack of self-service

Traditional help desks often lack self-service portals and knowledge bases, forcing customers to wait for agent assistance. This causes frustration on both ends. It’s especially wasteful when users face simpler issues that they could solve themselves with a little more insight or better communication.

Automate your helpdesk with Action AI™

Thankfully, an all-in-one powerful solution can completely transform your help desk issues. With an AI-powered system, your system can automate countless processes that would otherwise take hours, even days. 

Atera Copilot, powered by Action AI™, is revolutionizing IT management by offering a comprehensive AI-driven solution that champions a new approach to handling IT challenges. This innovative IT companion seamlessly integrates with your team, extending capabilities and empowering technicians to perform at higher levels. By leveraging real-time device diagnostics and AI-recommended actions, Copilot turbocharges efficiency, enabling faster troubleshooting and reducing manual triage time significantly.

Let’s examine how Atera’s Action AI™ can instantly boost efficiency.

Intelligent ticketing

The system’s ability to instantly summarize tickets, generate tailored responses, and provide proven AI solutions based on device diagnostics and ticket history not only speeds up issue resolution, but also improves the overall quality of work. Copilot’s advanced features, such as automated knowledge base article generation and custom script creation, further enhance team productivity and consistency in problem-solving.

Leveraging AI also allows customers to receive quicker support through Tier-1 ticket resolution. With Atera’s autopilot solution, your automated helpdesk can troubleshoot and resolve Tier-1 issues independently, without the need for technician intervention. This capability shortens SLAs and creates smoother processes, leading to a more efficient organization. Employees can then use that freed-up time for more pressing or complex projects like ensuring cybersecurity hygiene, improving infrastructure, and eliminating tech debt.

Goodbye repetition

AI puts an end to the mundanity and repetitive tasks—which as any helpdesk personnel will tell you, can be endless. Moreover, the Atera Copilot transforms the IT support landscape by elevating Tier-1 technicians to Tier-2 capabilities, freeing up senior staff to focus on strategic initiatives. This AI-powered assistant effectively reduces mundane and repetitive tasks, driving faster SLAs and higher accuracy in issue resolution. By tapping into historical data and existing knowledge bases, Copilot ensures consistent, high-quality solutions, leading to enhanced satisfaction among both internal teams and customers.

With Atera’s centralized helpdesk solution, all data is logged in real-time, easily accessed, and beautifully visualized so you can easily automate detailed, varied, and comprehensive reports. Here are some examples of reports that Atera’s autopilot creates:

●  User satisfaction reports

●  Total tickets resolved

●  Average ticket duration

Continuously improve

A centralized system that unifies end-to-end help desk management gathers all the data in one place. That is a wealth of data, and a gold mine for understanding work processes, metrics, times, and so much more. Through AI predictive analytics, management can get better insights into how to optimize time and day-to-day processes. IT managers can track, create, and maintain a robust knowledge base through the storage of important articles, information, and essential tips and tricks.

Leave your IT limitations and timewasters behind

As we look to the future of IT management, Atera Copilot, powered by Action AI™, stands at the forefront of innovation. This groundbreaking solution is more than just a tool; it’s a revolution in how we approach IT challenges. By championing a new way to manage IT, Copilot extends your team’s capabilities, empowering technicians at all levels to perform with unprecedented efficiency and expertise. The results speak for themselves: faster troubleshooting, reduced manual triage, and significantly improved resolution times. 

But the benefits don’t stop there. Copilot’s AI-driven insights enhance the quality and consistency of your work, leading to higher satisfaction rates among both your team and your clients. As we continue to develop and refine this technology, we’re excited to see how Atera Copilot will further transform the IT landscape, driving organizations to new heights of productivity and success. 

The future of IT management is here, and it’s powered by Action AI™. Are you ready to join the revolution?