Product Overview

Leena AI’s Helpdesk solution helps enterprises efficiently manage and resolve employee issues and incidents with automations that are both rule-based and AI enabled. Leena AI simplifies how employees can raise and track every query they raise by conversing with its AI-virtual assistant. It democratizes employee engagement giving them adequate window into ticket statuses and expected resolution time frames.

Who is this product for :

Helpdesk dashboard is primarily aimed at agents/individuals responsible for resolving employee concerns and queries. Specifically, the scope of usage of this product is mainly categorised based on the individual’s role of resolving issues directly or one managing the team of agents.

**Admins  ** A user who with full permission to the dashboard’s functionalities - from monitoring analytics to actioning tickets. 

**Agents  ** A user who can only view tickets assigned to them and resolve them

Capabilities

Conversational ticket updates: Engage with employees via any channel your organization permits. Receive automated status updates for better transparency during the resolution process

• Comprehensive case management - Manage and resolve all employee cases on a single platform
  • Simple to adopt and use with all key features required for agents to manage and address support to issues efficiently 
  • Define SLAs for resolution with defined escalation matrices
  • Add comments or suggest document references while resolving tickets
  • Smartly assign tickets to agents with the least tickets in the queue for faster TAT
  • Add multiple users to the dashboard and assign specific roles
• Add top answers to the frequently raised queries repository in your knowledge base
• for better senior management visibility - Measure your case resolution efficiency process with real-time metrics
• Can be extended to all verticals like HR Support, ITSM (ITCM and ITAM), Finance, Procurement, etc.

Helpdesk Dashboard

• The Helpdesk dashboard offers real-time insights into your ticket resolution process and enhances transparency.
• You can view, manage and analyze all tickets. You can also select different types of views and filters to personalize your interaction with the system & view specific types of cases
• The Helpdesk dashboard supports List and Kanban Views for easy management of tickets across statuses. (For instance, drag from ‘Open’ to ‘In progress’)
• The dashboard also includes an Analytics suite showcasing the performance of key metrics through easily understandable graphs.