HelpDesk Copilot

HelpDesk Copilot automates IT query processing with approvals, notifications, Salesforce integration, and secure governance using Automation Anywhere A360.

Top Benefits

Reduces IT response time by automating query triage, routing, and escalation workflows.
Eliminates manual data handling, minimizing errors and improving operational consistency.
Ensures governance and compliance with built-in human approval before critical actions.
Improves service quality through faster resolution, proactive notifications, and real-time updates.
Scales IT operations without increasing headcount by handling high query volumes automatically.

Tasks

Retrieve and process IT queries automatically
Navigate and update IT query statuses
Send automated notifications and escalations
Create Salesforce cases from IT issues
Trigger human approvals for critical actions
Handle exceptions and assign failures for manual follow-up
Human query–based task execution

HelpDesk Copilot is an Automation Anywhere A360 agent that automates the end-to-end handling of IT service desk queries with built-in governance and approvals. It acts as a digital IT operations assistant that retrieves requests from the IT Query Hub, evaluates each query, and determines the appropriate action such as notifying users, escalating issues, or updating ticket status.

The automation is triggered either on demand or on a schedule. It navigates to the IT Query Hub, filters queries by status, retrieves query details, and applies business rules to decide whether an email notification should be sent, a Salesforce case should be created, or the query status should be updated. For sensitive actions, it sends a human-in-the-loop approval form before proceeding.

The outputs include updated query records, notification emails sent to users, Salesforce cases for escalations, and a complete execution audit trail. Without this automation, IT teams manually open systems, copy data, send emails, and update records — a slow and error-prone process. HelpDesk Copilot replaces that manual effort with a consistent, secure, and scalable workflow that improves response times, reduces operational cost, and ensures compliance through approvals.