TechTeach University has a large community of students, faculty, and staff, all of whom rely on the IT department for support. To manage the high volume of support requests, they use Deskhero's advanced AI capabilities. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like IT policies and manuals, and scraped website data to generate suggested replies, significantly reducing response time.
The user groups feature allows TechTeach University to segment their users based on their role (student, faculty, or staff). This helps in providing more targeted support and in identifying any recurring issues in specific user groups.
The custom email domains feature allows TechTeach University to ensure that all support requests are routed to the correct team. This improves the efficiency of their support services and ensures that issues are resolved promptly.
Deskhero's comprehensive search bar enables the IT support team to quickly find relevant information from the knowledge base, previous tickets, or uploaded files. This, combined with the AI-generated suggested replies, ensures that the team can provide accurate and helpful responses.
Finally, the REST API allows TechTeach University to integrate Deskhero with their existing systems, ensuring a seamless flow of information and further enhancing the efficiency of their IT support services.
How does Deskhero's AI capabilities improve the efficiency of our IT support services?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This significantly reduces the time taken to respond to tickets and ensures that the responses are accurate and helpful.
Can we segment our users using Deskhero?
Yes, Deskhero allows you to segment your users into different groups based on their role. This helps in providing more targeted support and in identifying any recurring issues in specific user groups.
Can we integrate Deskhero with our existing systems?
Yes, Deskhero provides a REST API that allows you to integrate it with your existing systems, ensuring a seamless flow of information.
* This article provides an example of how a fictive company in the Computer Science and Information Systems Education industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.