Manage Digital Assistant for Help Desk

You can configure Next Generation Help Desk as a skill in Digital Assistant, which makes it available to Help Desk users in multiple supported channels such as SMS, Slack, and messenger applications.

End users benefit from Digital Assistant's artificial intelligence-driven conversational engagement while creating, searching, and updating Help Desk requests.

The Help Desk delivered skill is 'Helpdesk' and it includes three intents; Create Request, Get Request and Search Knowledge. The Create Request intent prompts users for information such as request description, category, attachment and asset (for non-HR help desk requests). The Get Request intent includes both searching for and updating a help desk request. When a user enters a phrase, digital assistant checks whether that phrase matches a Help Desk intent. For example, these user phrases match the create help desk request:

• Create ticket

• Create a help desk request

• Create request

Note: If a user gives an intent of Create Request and has privileges for both HR Help Desk and Internal Help Desk, the user will be prompted to determine which type of request should be created.

Help Desk skills are integrated with Knowledge skills. Starting a flow with a knowledge search can move into the create service request skill and then will pass the category from the last reviewed knowledge article.

Digital assistant uses its training data to extend matching to similar phrases over time. You can also extend digital assistant skills to meet specific business requirements. Learn more about skills and extending skills in the Digital Assistant guide.