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.
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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Gain visibility into your service delivery by keeping track of your performance against SLAs.
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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
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A Complete Guide To Successful Employee Retention Strategies For 2022
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A Complete Guide To Successful Employee Retention Strategies For 2022
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Report
A Complete Guide To Successful Employee Retention Strategies For 2022
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Report
A Complete Guide To Successful Employee Retention Strategies For 2022
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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.
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.
