Automate the process of ticket triage using RPA to categorize the tickets based on their priority and assign them to the appropriate team. The bots can do the first level of check and even resolve simple repetitive issues like hung servers, password resets, account lockouts, etc. The bots would automatically escalate complex issues or if first-level resolutions fail, to the appropriate team. Further, the bots can be used to automatically update the status of tickets and notify the requestors about their ticket status and the resolution. Finally, the bots can automatically update the knowledge base or FAQ with the issues and resolutions.
Automating the support processes helps resolve incident tickets quickly and efficiently. It also reduces the workload on the IT support teams.