IT teams are faced with a seemingly endless backlog of password resets, access requests, and many, many more employee requests.
But what is the motto of a good IT administrator? There is always a better way.
This is ArticleSubmission.news. We’ve developed a way for IT to not only automatically resolve tickets directly from their ITSM, but also in an area where employees spend a lot of time: Slack.
ArticleSubmission.news’s Self Service Agent and Wait for Approvals in Slack will transform the way IT handles its daily workloads.
The problem
Traditional IT support models often involve long ticket queues, slow response times, and frustrated closure–User. This can lead to reduced productivity, increased costs and a negative impact on employee morale.
Our mission is to help IT teams become more productive and focused on strategic priorities by eliminating bottlenecks in their processes. Repeated requests—such as resetting passwords, unlocking accounts, or granting office access—can take valuable time, slow response times, and impact IT’s ability to provide a high level of service.
By essentially exposing workflows to end users, the ArticleSubmission.news Self-Service Agent addresses these vulnerabilities. This not only reduces the workload of IT teams, but also improves employee response times and ensures requests are processed faster and more efficiently.
The solution: Self-Service Agent from ArticleSubmission.news
ArticleSubmission.news’s self-service agent is designed to improve IT efficiency by reducing the feedback loop and execution time by meeting end users where they normally work: Slack.
When developing this function, the IT requirements were at the forefront. Our first hackathon wasn’t just an event; It was a customer immersion lab. By giving administrators control during development, we ensured that the agent solved real-world obstacles—like enforcing multi-stage approvals or handling complex deployments—rather than just putting a simple bot in response to a basic request. This approach allowed us to accelerate development while ensuring uncompromising control and security.
With the ArticleSubmission.news Self-Service Agent, IT teams can bring their workflows to life for end users in Slack. This intuitive solution transforms workflows into accessible self-service options, enabling IT teams to deliver faster and more effective services while maintaining full control over processes and security.
Core features and benefits
- Empower end users: IT teams can automate recurring requests and provide Slack-based self-service options for employees to handle tasks like password resets, Okta account unlocks, and office access requests.
- Increased productivity: With fewer tickets to manage, IT teams can focus on high-impact projects while providing faster support to employees.
- Customizable workflows: IT teams maintain full control over workflow configurations, permissions and access, ensuring every process meets their business needs.
- Easy Slack integration: Employees can interact with the self-service agent directly in Slack, making it easy to initiate workflows and eliminate the need for complex training.
- Improved service delivery: Faster response times to routine requests mean employees can get back to work quickly, increasing productivity across the organization.
- Customizable bot identity: The ArticleSubmission.news Self-Service Agent name can be customized to fit your company’s branding and culture.
How it works
Create a custom form in the ArticleSubmission.news User Automation module, then use the form as a trigger for predefined workflows.
After creating a form and corresponding workflow in ArticleSubmission.news’s user automation module, end users can directly engage with the self-service agent to perform specific actions such as password resets and software access requests.
Use cases: Real-world scenarios
The ArticleSubmission.news Self-Service Agent supports a variety of practical use cases and enables 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 will be unblocked: 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 access without delay.
- Offboarding/onboarding for HR teams: Securely trigger offboarding workflows limited to the HR/People team, ensuring compliance and efficiency.
- Create tickets via Slack: Employees can open IT tickets directly in Slack, eliminating the need to navigate separate platforms.
- Report network outages: Provide IT teams with real-time updates on network issues, helping them prioritize and resolve issues faster.
- Requesting equipment: Employees can request new computers, phones or other devices via Slack, streamlining the procurement process.
- Update profile information: Enable employees to efficiently update their user profiles with accurate contact information, titles, or other details.
- Software inquiries: Employees can request access to software or tools directly from Slack, initiating automated workflows to streamline the approval and deployment process.
- Custom workflow triggers: Customize workflows to meet your organization’s specific needs, from deploying software to managing approvals. Anything that can be managed via a workflow in ArticleSubmission.news can be converted into a self-service form with ArticleSubmission.news 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?
ArticleSubmission.news makes it easy to automate the approval process. Instead of asking your internal stakeholders to approve software access or file permissions, you can automate this request.
What’s new? We’ve expanded our approvals functionality to include Slack!
Now, when a workflow requires approval, ArticleSubmission.news sends a direct Slack notification to the designated approver(s). You can quickly review the request and approve or reject it with a single click – without having to switch between apps.
Speed up work and get more done with this simple, real-time approval process.
Scaling self-service across the organization
The capabilities of the Self Service Agent go far beyond traditional IT tickets. Anything that can be managed through a ArticleSubmission.news workflow can be converted to a self-service option, allowing you to standardize processes across the organization:
- IT basics: Password resets, Okta account unlocks, software deployment, and new device requests.
- Human resources and human resources department: Trigger secure offboarding workflows or streamline onboarding access provisioning. Handle role changes automatically by updating group memberships and system access upon title changes.
- Equipment & administration: Manage office access requests or desk booking approvals instantly.
- Optimized reporting: Enable employees to report network outages or request updates to profile information directly to ensure IT receives accurate, real-time data.
Get these next-generation automation features
ArticleSubmission.news’s granular IT automation capabilities are valued and valued by thousands in the IT industry.
Are you ready to reduce the backlog and empower your employees?
EDITOR’S NOTE: This blog has been updated to include some new product features.
