Every day, support teams handle numerous requests that involve repetitive operations. An access problem, for example, can generate a ticket that follows an already known procedure but still requires an operator’s intervention. Even when the system automates the assignment, the solution still depends on the availability of IT staff.
To overcome this limit, Automated Resolution introduces an evolution in Ticket Management, extending automation all the way to the actual resolution of tickets. Thanks to automated workflows and the integration of artificial intelligence, Service Desks can resolve a greater number of requests with fewer manual interventions, reducing wait times for users.
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What Automated Resolution means in ticket management
Automated Resolution refers to the ability of a system to complete the resolution of a ticket through automated procedures, without necessarily requiring the direct intervention of an operator. The principle is simple. If a request follows known steps and can be handled through defined rules, the system can autonomously carry out the necessary operations until the process is concluded.
Think of a ticket for a password reset. In a traditional Service Desk, the request is logged and assigned to a technician, who checks the situation before intervening. With an automated resolution workflow, instead, the system can start an identity verification procedure and complete the reset through the available integrations. If the operation succeeds, the ticket can be closed according to the defined rules, without requiring a manual step.
Why automating a ticket does not mean it has been resolved
Automation is already present in many Ticketing System platforms. It makes it possible to assign requests to the right group and apply rules that speed up the operators’ work. However, these features mainly act on the management of the ticket. The problem reported by the user often still requires a subsequent activity before being actually resolved.
With Automated Resolution, the focus shifts toward the final result. The system must be able to carry out the intended process and verify that the operation produced the expected outcome. This means a ticket should not be considered resolved just because it received an automatic response. The real difference emerges when the user gets a solution and does not need to reopen the same request.
How artificial intelligence improves the automatic resolution of tickets
Traditional workflows already make it possible to automate many operations through predefined rules. Artificial intelligence broadens these possibilities because it can interpret requests written in natural language, even when users describe the same problem in different ways. An AI agent can recognize the need expressed in the ticket and identify the most suitable procedure, using the information available in the system.
Imagine an employee reporting an error while accessing a corporate software. Artificial intelligence can analyze the content of the ticket and consult the Knowledge Base to identify a possible solution. If the problem is among those manageable through an authorized workflow, the system can start the necessary operation. When the request requires specialized skills, instead, the AI can gather the useful information before transferring the ticket to the IT team, reducing the operators’ preliminary work.
Automated Resolution Rate, how to measure automatically resolved tickets
To assess the impact of Automated Resolution, companies need to observe how many tickets are actually resolved without an operator’s intervention. This is where the Automated Resolution Rate (ARR) becomes important, an indicator that measures the percentage of requests resolved automatically compared to the volume considered. Its definition can vary depending on the platform and the criteria used to identify a valid resolution.
A high value, however, does not automatically guarantee a better service. It is important to verify that the requests have really been completed and that users do not have to open a new ticket for the same problem. Analyzing the reopening rate as well makes it possible to assess the reliability of the automated procedures and identify possible improvements. In this way, the Service Desk measures the success of automation through the results obtained, rather than limiting itself to the number of operations carried out.
Fewer repetitive tickets and more time for Service Desk activities
A significant part of IT teams’ daily work concerns recurring requests that follow already defined procedures. Even when each operation takes a few minutes, the overall time devoted to handling them can become considerable. Automating the resolution of these tickets makes it possible to reduce the operational load and limit waiting times, especially when requests arrive outside support hours.
The advantage also concerns the distribution of work. Operators can focus on the incidents that require in-depth analysis, while the simpler tickets are handled through automated procedures. To achieve this result, it is necessary to correctly identify the requests suitable for automation and define when the system should involve a technician. The quality of the service depends, in fact, on the ability to distinguish the operations that can be completed automatically from those that require human assessment.
The future of Ticket Management is about resolution
The evolution of ticketing systems is expanding the role of automation in the Service Desk. The ability to manage a ticket automatically from its opening to its resolution represents an important step toward faster support services. With the support of artificial intelligence, a growing number of requests can be interpreted and directed toward procedures capable of solving the problem without manual steps.
Deepser supports this evolution with a Ticket Management platform that integrates automated workflows and artificial intelligence. Companies can reduce repetitive activities in ticket management and simplify the operators’ work, improving the support experience for users. Discover how we automate ticket management and help your Service Desk resolve requests faster. Request a free demo.
