Help Desk Helper

Sellmeyer, Aaron; Library Service, CECH; Auguste, Turin; Meier, Michael

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Help Desk Helper Acceso Abierto Deposited

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Date Uploaded: 02/14/2022
Date Modified: 02/14/2022

Since February 2020, tickets coming in over channels like WhatsApp, Facebook Messenger, direct messages over Twitter, and SMS rose nearly 50 percent. While this is convenient for the user, this could result in tickets not being generated for the help desk and may be negatively impacting their tracking metrics. Our solution integrates itself within multiple commonly used messaging and support desk platforms. This provides end users with easy solutions for their common problems and granting them an easy way to make a support ticket should they require additional support from their help desk. By using readily available technology, we are bringing an easy-to-use solution to those in need of support in a way that is convenient for the end user and easy for the support desk to track. Our Solution provides an easily accessible chatbot that provides end users with quick level one support.

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