Optimise IT ticket management with automation and conversational AI

Accelerate your IT ticket lifecycle

Comprehensive IT ticket management solution for complex, high-touch issues that require expert support. Leena AI assists agents in closing tickets faster while optimizing an employee’s experience of raising a ticket.

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Upgrade ticket management for better employee service

Experience precise routing of ticketsMany companies have hundreds or even thousands of assignment groups, meaning that service desk agents struggle to determine where to route issues. Leena AI understands the employees' query, intent and uses details like employees’ role, team, department to assign it to the right expert. Tickets are categorized with near perfect precision so no ticket is lost in no man’s land.

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Leverage flawless communication for faster resolutionEmployees can track their ticket status, communicate freely with the support agents by adding comments to tickets for more context and even close tickets right from the chat window. Leena AI also notifies employees when any action is taken on their ticket.

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Never drop the ball with automated SLA escalationsLeena AI can escalate tickets automatically or send notifications about SLA breaches by pre-defining automation rules to suit your ticket priorities.

Gain visibility into your service delivery by keeping track of your performance against SLAs.

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Empower support agents with answersAssist IT support agents with relevant knowledge base articles from the consolidated knowledge base. They can look up information from disparate sources through federated search and even get prompted with answers based on past resolutions and category of the ticket.

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Create iterative improvement with InsightsExtensive reports like state of escalated tickets, most unanswered category of tickets, mean time to resolution of tickets, employee feedback etc. can help consistently optimize your ticket lifecycle while identifying bottlenecks, knowledge base gaps and improving SLA policies.

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Speed up your IT service desk with Leena AI And achieve unmatched results

75%
increase in service desk productivity

98%
accuracy in routing and triaging tickets

40%
reduction in ticket resolution time

Featured resources

Case study

Godrej Industries empowers employees with instant IT support

Download

Blog

20 Employee Engagement Trends for 2022

Report

A Complete Guide To Successful Employee Retention Strategies For 2022

Download

Case study

Godrej Industries empowers employees with instant IT support

Download

Blog

20 Employee Engagement Trends for 2022

Report

A Complete Guide To Successful Employee Retention Strategies For 2022

Download

Case study

Godrej Industries empowers employees with instant IT support

Download

Blog

20 Employee Engagement Trends for 2022

Report

A Complete Guide To Successful Employee Retention Strategies For 2022

Download

Case study

Godrej Industries empowers employees with instant IT support

Download

Blog

20 Employee Engagement Trends for 2022

Report

A Complete Guide To Successful Employee Retention Strategies For 2022

Download

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Knowledge bytes

1. Why is automation important for IT teams?

IT Service Desks are often overloaded with repetitive tickets, service requests like password reset, unlocking accounts, provisioning software and support agents spend hours resolving similar issues. Service desks usually have 70% of service requests and 30% of incidents. They also don’t have visibility into employee issues- preventing them from addressing the root cause.

Automating service requests from employees and auto-resolving common iT queries can free up time for the support agents to work on more critical and strategic work.

2. How does optimizing IT support experience via a virtual assistant impact employees?

Employees’ productivity is greatly impacted when they’re waiting for their IT ticket to be resolved. On average, it takes 30.72 hours for an IT ticket to get resolved. By auto-resolving employee tickets and helping employees get support instantly, the waiting time is eliminated.

Employees can raise tickets directly on the chat window of the virtual assistant without relying on multiple channels like email, portal, phone etc. Support agents and employees can communicate freely on the ticket via the virtual assistant.

3. How does a consolidated knowledge base help employees and IT support agents?

A consolidated knowledge base from disparate sources of knowledge like Sharepoint, Confluence, Drive can help employees get the right information or article directly from chat.

IT support agents can benefit from the network of knowledge while resolving tickets with prompts of relevant knowledge base articles and past resolutions based on category of the ticket.