Support through a reactive helpdesk
Unadvanced helpdesks and ticketing systems are reactive, and information is not available for self-consumption or resolutions by users. It involves employees to engage with the helpdesk team through email, phone, or email. With this time-consuming system, the clock ticks on and the resolution time along with it. The ticket streams are long, and there is a high dependency on the IT support team to resolve even simple issues.
Much time is spent on resolving simple issues, taking support costs higher while also lowering employee productivity. Automation came to the rescue to make support more efficient, and soon automating tickets was an advancement in IT support.