IT Helpdesk Chatbots: Tier-0 Support at Scale
IT helpdesks are overwhelmed with repetitive L1 tickets: password resets, VPN issues, software installation questions, "how do I" requests. A chatbot handles these instantly, 24/7, freeing your engineers for work that requires actual expertise.
Common L1 Issues a Chatbot Handles
Account and Access:
- Password reset instructions
- MFA setup and recovery
- Account unlock procedures
- Access request routing
Connectivity:
- VPN connection troubleshooting
- WiFi configuration guides
- Remote desktop setup
Software:
- Installation guides for approved software
- License key retrieval
- Common error troubleshooting steps
Hardware:
- Peripheral setup guides
- Common hardware issues (printer, monitors)
- Equipment request routing
How It Works
- Employee opens chat and describes their issue
- Chatbot identifies the issue category
- For known issues: provides step-by-step resolution guide
- For unknown issues: creates a ticket with full context and routes to the appropriate team
- Follow-up confirmation sent to employee
Integration with ITSM Tools
SiteBot24 connects with your existing helpdesk infrastructure:
- Ticket creation: Auto-create tickets in your ITSM system with full context
- Knowledge base: Connect to your existing KB for consistent answers
- Escalation rules: Define exactly what gets routed to which team
Measurable Results
| Metric | Typical result | |
|---|
| Tier-0 resolution rate | 40–65% | |
| Average resolution time for self-service | 2–3 minutes | |
| Ticket volume reduction | 35–50% | |
| Employee satisfaction | Significantly improved (immediate help) | |
24/7 Without 24/7 Staffing
IT issues don't happen only during business hours. A chatbot that resolves password reset requests at 7am or 11pm prevents productive time loss and reduces after-hours escalations.
Start with SiteBot24 – no enterprise contract required.