Empower your workforce: Automated IT self service is here

IT teams are riddled with what feels like a never ending backlog of password resets, access requests, and many many more employee requests.

But what’s the motto of any good IT admin? There’s always a better way.

That way is BetterCloud. We’ve developed a way for IT to not only automatically resolve tickets directly from their ITSMs, but in a realm where employees spend a great deal of time: Slack.

BetterCloud’s Self Service Agent and Wait for Approvals in Slack are going to absolutely change the way IT handles their day to day work loads.

The problem

Traditional IT support models often involve lengthy ticket queues, slow response times, and frustrated end-users. This can lead to decreased productivity, increased costs, and a negative impact on employee morale.

Our mission is to help IT teams become more productive and focus on strategic priorities by eliminating bottlenecks in their processes. Repetitive requests — like password resets, unlocking accounts, or granting office access — can take up valuable time, slowing down response times and impacting IT’s ability to deliver a high level of service.

By making workflows essentially accessible to end users, BetterCloud Self-Service Agent addresses these pain points. Not only does this reduce the workload on IT teams, but it also improves response times for employees, ensuring that requests are resolved faster and more efficiently.

The solution: Self Service Agent by BetterCloud

BetterCloud’s Self Service Agent was designed to improve IT’s efficiency by shortening the feedback loop and execution time by meeting end users where they commonly work: Slack.We sought out to build this new feature with IT in mind. Which is why it was the main purpose of our inaugural hackathon earlier this year.

This customer-centric approach allowed us to speed the process of building this new feature to make it even better. By working alongside IT admins, we could quickly fix problems and get excited about new ideas. 

BetterCloud Self-Service Agent allows IT teams to bring their workflows to life for end users in Slack. This intuitive solution transforms workflows into accessible self-service options, enabling IT teams to provide faster, more effective service while maintaining full control over processes and security.

Core features and benefits

• Empower end users: IT teams can automate repetitive requests and provide Slack-based self-service options for employees to handle tasks like password resets, Okta account unlocks, and office access requests.
• Enhanced productivity: With fewer tickets to manage, IT teams can focus on high-impact projects while providing faster support to employees.
• Customizable workflows: IT teams retain full control over workflow configurations, permissions, and access, ensuring each process meets their organization’s needs.
• Simple Slack integration: Employees can interact with the Self-Service Agent directly in Slack, initiating workflows with ease and eliminating the need for complex training.
• Improved service delivery: Faster response times for routine requests mean employees can get back to work quickly, enhancing productivity across the organization.
• Customizable bot Identity: The BetterCloud Self-Service Agent name is customizable to align with your company’s branding and culture.

How it works

After creating a form and corresponding workflow in BetterCloud’s user automation module, end users can engage directly with the self service agent for specified actions like password resets and software access requests. 

Use cases: Real-world scenarios

The BetterCloud Self-Service Agent supports a wide range of practical use cases, empowering IT teams to improve service delivery:

• Password resets: Employees can reset their passwords directly in Slack, reducing help desk tickets and wait times.
• Okta account unlocks: Users locked out of their accounts can regain access with a simple Slack interaction.
• Office access requests: Employees can request and receive mobile access keys for office entry without delay.
• Offboarding/Onboarding for HR teams: Securely trigger offboarding workflows restricted to the HR/People team, ensuring compliance and efficiency.
• Creating tickets through Slack: Employees can open IT tickets directly within Slack, eliminating the need to navigate separate platforms.
• Reporting network outages: Provide real-time updates to IT teams about network issues, helping to prioritize and resolve problems faster.
• Requesting equipment: Employees can request new computers, phones, or other equipment via Slack, streamlining the procurement process.
• Updating profile information: Enable employees to update their user profiles with accurate contact information, titles, or other details efficiently.
• Software requests: Employees can request access to software or tools directly through Slack, initiating automated workflows to streamline the approval and provisioning process.
• Custom workflow triggers: Tailor workflows to meet your organization’s specific needs, from provisioning software to managing approvals. Anything that can be managed through a workflow in BetterCloud can be turned into a self-service form with BetterCloud Self-Service Agent, making it a flexible solution for any IT process.

Wait for Approvals now available in Slack

Tired of the back-and-forth of manual approvals?

BetterCloud makes it super easy to automate the approval process. Instead of chasing down your internal stakeholders for approval for software access or file permissions, you can automate this request.

What’s new? We’ve upgraded our approval feature to include Slack!

Now, when a workflow needs approval, BetterCloud will send a direct Slack notification to the designated approver(s). They can quickly review the request and approve or deny it with a single click – no need to switch between apps.

With this simple, real-time approval process, you can speed things up and get more done.

What this means for you

IT gets to enjoy reduced ticket volume, increased efficiency, and improved employee satisfaction.

This increase in productivity frees up IT teams from repetitive tasks, allowing them to focus on strategic initiatives.

Get your hands on these next gen automation features

BetterCloud’s granular IT automation features are trusted and loved by thousands in IT. 

Ready to ditch the backlog and empower your employees?