Helpdesk Bot

Simple and effective service desk and ticketing management system on Workplace.

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Features

Features

Multiple Service Desks & Issue Types

Multiple Service Desks & Issue Types

DESK MANAGEMENT

Kwench Helpdesk Bot gives you the flexibility of setting up multiple service desks for various departments within your organisation. For example HR, IT, Finance etc. Also, you can setup multiple issue types for each desk e.g. Pay stub, Tax deducted certificate, Employment certificate etc.

Workflow & Nudges

PROCESS CONFIGURATION

Kwench Helpdesk Bot allows you to configure workflow for issue creation, assignment and resolution. Each service desk can be assigned to one or more process owners. An issue can be assigned to an agent (see assignment rules). A service can have many agents. Agents can be nudged/requested by the owner or issue creator to complete the tasks within the specified turn around time (TAT).

Workflow & Nudges
TAT & Escalations

TAT & Escalations

PROCESS CONTROLS

The Helpdesk bot automatically escalates via Workchat notifications, the Issues that are not closed within the stipulated TAT. Process/Desk owners can intervene in a timely fashion thereby increasing employee satisfaction.

FAQs & Canned Responses

PRECONFIGURED QUESTION SET

Commonly asked questions by employees such as pay stubs, employment letters etc. can be preconfigured with rich content like document links, intranet links etc. Kwench Helpdesk bot automatically answers employee questions and creates a ticket only when an employee question is outside the FAQ list.

FAQs & Canned Responses
Multiple Assignment Rules

Multiple Assignment Rules

RULE ENGINE

An issue can be assigned to an agent automatically on a “round-robin” basis or manually by the process owner. Automatic allocation of issues increases productivity by effectively using the agent resources and thereby increases issue response time which in turn increases employee satisfaction.

Record Keeping & Audit Trial

SYSTEM OF RECORD

Kwench Helpdesk Bot captures every issue and corresponding responses by posting to a group in the Workplace platform. This system of recording helps in creating knowledge asset when agents change and also creates a powerful audit trial. Each desk can have a unique group or multiple desks can be mapped to a single group.

Record Keeping & Audit Trial
Issue Status & Notifications

Issue Status & Notifications

INSTANT COMMUNICATION

Agents can search for an issue by issue id, update the status of an issue and post comments against an issue via Workchat. Bot automatically notifies (on Workchat) any comment or status change instantly to issue creator. Bot also notifies (on Workchat) process owners with the daily/weekly/monthly stats on issue received, pending, resolved in time and escalated

Issue Resolution & Feedback

SATISFACTION SCORES

When an issue is resolved, the Kwench Helpdesk Bot instantly triggers a brief survey to the issue creator and takes feedback on his/her experience in interacting with the agent and overall satisfaction. The feedback and satisfaction scores in turn can be used to rate agents and create powerful rewards/incentives.

Issue Resolution & Feedback
Powerful Configurations

Powerful Configurations

CONFIGURATION CONTROLS

Kwench Helpdesk Bot allows you to configure many features like desk names, issue types, nudge frequency, escalation limits, FAQs and canned responses etc.

Reports & Analytics

GRAB INSIGHTS INTO THE ISSUE RESOLUTIONS

Kwench Helpdesk Bot allows you valuable insights about the bot usage in terms of issue raised and resolved through the bot. You can keep track of the support desk workflows for your company and also the leaderboards for top issue resolvers.

Reports & Analytics

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