{"id":1640,"date":"2020-12-09T19:48:41","date_gmt":"2020-12-10T00:48:41","guid":{"rendered":"https:\/\/blog2wrkdev.wpenginepowered.com\/helpdesk-automation\/"},"modified":"2026-09-18T14:24:33","modified_gmt":"2026-09-18T18:24:33","slug":"helpdesk-automation","status":"publish","type":"post","link":"https:\/\/www.workato.com\/the-connector\/helpdesk-automation\/","title":{"rendered":"How Help Desk Automation Can Transform the Customer and Employee Experience"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Any organization that wants to achieve sustainable and significant success needs to provide world-class experiences for its two most important stakeholders: employees and customers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To help your organization delight each group, you can provide a help desk that allows them to get their issues addressed quickly, yet comprehensively, via workflow automations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019ll show you how these workflow automations can work and we\u2019ll breakdown why they\u2019re valuable. But to get us started, let\u2019s briefly review what help desk automation is.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Related: <\/em><a href=\"https:\/\/www.workato.com\/the-connector\/it-automation-guide\/#3\" target=\"_blank\" rel=\"noreferrer noopener\"><em>3 IT automations worth implementing<\/em><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is Help Desk Automation?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Help desk automation, also referred to as service desk automation, is a help desk that uses automation to provide relevant information and address issues quickly.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Implementing it requires an enterprise automation platform that can \u201clisten\u201d to your apps for business events (also known as triggers). Once the conditions get met, the platform can then deliver real-time business outcomes (also known as actions).&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>3 Help Desk Automation Use Cases&nbsp;<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To help bring our definition to life, let\u2019s walk through a few ways that an automated help desk can help your employees and customers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Related: <\/em><a href=\"https:\/\/www.workato.com\/the-connector\/service-desk-chatbot\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>2 ways that a service desk chatbot can support your team<\/em><\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>1. Streamline equipment and app provisioning so that employees can get what they need to be successful quickly<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Your employees\u2019 needs will evolve over time, whether it\u2019s the apps they need to work on or the equipment they need to use.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To help your colleagues make requests easily while allowing the appropriate stakeholders to review and approve them quickly, you can use an enterprise chatbot (e.g. <a href=\"https:\/\/www.workato.com\/workbot-slack\/?utm_source=blog&amp;utm_medium=helpdesk\" target=\"_blank\" rel=\"noreferrer noopener\">Workbot<\/a>) that can communicate between your ticket management system, like <a href=\"https:\/\/www.workato.com\/integrations\/servicenow\/?utm_source=blog&amp;utm_medium=helpdesk\" target=\"_blank\" rel=\"noreferrer noopener\">ServiceNow<\/a>, and your business communications platform, like <a href=\"https:\/\/www.workato.com\/integrations\/slack\/?utm_source=blog&amp;utm_medium=helpdesk\" target=\"_blank\" rel=\"noreferrer noopener\">Slack<\/a>, <a href=\"https:\/\/www.workato.com\/integrations\/microsoftteams\/?utm_source=blog&amp;utm_medium=helpdesk\" target=\"_blank\" rel=\"noreferrer noopener\">Teams<\/a>, or Facebook Workplace.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here\u2019s how it can work using Assistant Bot (a customized version of Workbot):<\/p>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Streamline Your IT Help Desk | Automations for IT\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/rXuB5-MzdYI?start=354&amp;feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>2. Empower employees to get their questions answered in seconds<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Your colleagues likely have several shared questions that keep them frustrated and that prevent them from performing at their best. These can stem from the following topics:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/XL35coLfQ1nw26J4zchZYmgeJnV8QkaWW46ZqbLukIO2uOLLuUTmXwn2CUiF6HOp2J9Zb2BDzbjOf4-mKXdKII0E_f1EJLM5n8UG4tMDNzN4zuCETYr5dQqj6XhyMDqsuOnpgCJB.png\" alt=\"3 topics that tend to elicit a lot of questions from employees\" width=\"382\" height=\"116\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">To help your employees uncover answers to any question quickly, while allowing those in IT to avoid answering the same ones over and over again, you can turn to automation.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Like the previous example, you can also use a chatbot. This time, the chatbot allows your employees to search their questions in a platform like Slack, and receive relevant articles from the company\u2019s knowledge base\u2014in real time\u2014where they can find the answer.<\/p>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-4-3 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\nhttps:\/\/www.youtube.com\/watch?v=y2F39W434Mk&#038;feature=emb_title&#038;t=56s\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Related: <\/em><a href=\"https:\/\/www.workato.com\/the-connector\/hr-chatbots\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>3 HR chatbots that can help your employees thrive<\/em><\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>3. Resolve customer issues quickly by enabling support reps to work on tickets in your business communications platform<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Your customers\u2019 satisfaction and success with your product hinges on your organization\u2019s ability to resolve their issues swiftly and completely.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">An <a href=\"https:\/\/www.workato.com\/the-connector\/automated-incident-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">automated incident management system<\/a> can provide just this type of experience. More specifically, using a chatbot, the appropriate employee can create the issue and work through each stage of the ticket in your organization\u2019s business communications platform.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here\u2019s how it can work if you use <a href=\"https:\/\/www.workato.com\/integrations\/jira\/?utm_source=blog&amp;utm_medium=helpdesk\" target=\"_blank\" rel=\"noreferrer noopener\">Jira<\/a> to manage issues.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Using Slack and Jira Together\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/VbqmMClbYBQ?start=18&amp;feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why Automate Your Help Desk?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Though you can cite a variety of benefits, these stand apart from the rest:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>It improves employee engagement and customer loyalty<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">When customers get all the help they need, when they need it, they\u2019re more likely to enjoy working with your team and using your product; and when employees can get their questions addressed and requests met quickly and in a way that\u2019s convenient, they\u2019re more likely to be happy and excited about their work.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">What\u2019s in it for you? Loyal customers are <a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2019\/09\/24\/50-stats-that-prove-the-value-of-customer-experience\/?sh=6e5dff724ef2\" target=\"_blank\" rel=\"noreferrer noopener\">5x more likely<\/a> to buy from you again, while engaged employees can ultimately influence your bottom line: <a href=\"https:\/\/news.gallup.com\/poll\/241649\/employee-engagement-rise.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">According to Gallup<\/a>, organizations in the top quartile of employee engagement have 21% higher profits than those in the bottom quartile.<\/p>\n\n\n\r\n    <div class=\"article__cta\">\r\n\t\t            <div class=\"article__cta-no\">\r\n\t\t\t\t                    <a href=\"https:\/\/mktg.workato.com\/top-automation-trends-in-IT.html?ref=connector\">We analyzed the IT automations that 900 organizations have built. Find out what we learned.<\/a>\r\n\t\t\t\t            <\/div>\r\n\t\t    <\/div>\r\n\n\n\n<h4 class=\"wp-block-heading\"><strong>It offers a sustainable way to grow your organization<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">As your employee base grows, so too will the number of requests, questions, and issues they raise; similarly, an expanding customer base likely translates to more issues and requests for your team.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Help desk automation allows you to streamline these activities from both groups, allowing you to scale your team and your customer base in a way that\u2019s seamless.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>It can be implemented easily<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Using an enterprise automation platform, the process of implementing any help desk automation doesn\u2019t require a significant investment in time or resources. There\u2019s also no coding required, which can help anyone on your team build and test out their own automations.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In fact, in one of our recent surveys with <a href=\"https:\/\/www.techvalidate.com\/product-research\/workato\" target=\"_blank\" rel=\"noreferrer noopener\">TechValidate<\/a>, nearly 6 in every 7 Workato business users (83%) told us that they feel comfortable using our enterprise automation platform in just a couple days; while roughly two thirds (65%) say that they can use Workato to build and take any automation live within a week.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ready to start automating your help desk? Learn how Workato can help by speaking with one of our automation experts!<\/p>\n\n\n\n<div class=\"wp-block-buttons is-horizontal is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-7d812b4c wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/app.workato.com\/users\/request_demo?utm_source=blog&amp;utm_medium=helpdesk\" target=\"_blank\" rel=\"noreferrer noopener\">Connect with Automation Expert<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Any organization that wants to achieve sustainable and significant success needs to provide world-class experiences for its two most important stakeholders: employees and customers. To help your organization delight each group, you can provide a help desk that allows them to get their issues addressed quickly, yet comprehensively, via workflow automations. We\u2019ll show you how [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":1641,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[32],"tags":[],"class_list":["post-1640","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-solutions"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How Help Desk Automation Can Transform the Customer and Employee Experience - Workato<\/title>\n<meta name=\"description\" content=\"From automated incident management to streamlined app provisioning, these help desk automations can all but ensure that you delight your key stakeholders.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.workato.com\/the-connector\/helpdesk-automation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Help Desk Automation Can Transform the Customer and Employee Experience - Workato\" \/>\n<meta property=\"og:description\" content=\"From automated incident management to streamlined app provisioning, these help desk automations can all but ensure that you delight your key stakeholders.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.workato.com\/the-connector\/helpdesk-automation\/\" \/>\n<meta property=\"og:site_name\" content=\"Workato\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-10T00:48:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-18T18:24:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/helpdesk-automation.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1980\" \/>\n\t<meta property=\"og:image:height\" content=\"840\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Jon Gitlin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jon Gitlin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.workato.com\\\/the-connector\\\/helpdesk-automation\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.workato.com\\\/the-connector\\\/helpdesk-automation\\\/\"},\"author\":{\"name\":\"Jon Gitlin\",\"@id\":\"https:\\\/\\\/www.workato.com\\\/the-connector\\\/#\\\/schema\\\/person\\\/3f3da64b9a8d4e29689a77d18992c857\"},\"headline\":\"How Help Desk Automation Can Transform the Customer and Employee Experience\",\"datePublished\":\"2020-12-10T00:48:41+00:00\",\"dateModified\":\"2026-09-18T18:24:33+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.workato.com\\\/the-connector\\\/helpdesk-automation\\\/\"},\"wordCount\":891,\"image\":{\"@id\":\"https:\\\/\\\/www.workato.com\\\/the-connector\\\/helpdesk-automation\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.workato.com\\\/the-connector\\\/wp-content\\\/uploads\\\/2026\\\/09\\\/helpdesk-automation.png\",\"articleSection\":[\"Solutions\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.workato.com\\\/the-connector\\\/helpdesk-automation\\\/\",\"url\":\"https:\\\/\\\/www.workato.com\\\/the-connector\\\/helpdesk-automation\\\/\",\"name\":\"How Help Desk Automation Can Transform the Customer and Employee Experience - 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