I'm looking for ways to cut down on helpdesk tickets that arise from common usage questions in our enterprise applications. We've noticed that many issues stem from users getting stuck during tasks due to ineffective onboarding or SOPs being inaccessible. We're thinking about implementing more in-app guidance and self-service support to improve performance and learning directly within the workflow. Our objective is to boost user adoption while reducing the volume of support tickets for basic queries. If you've used a digital adoption platform or something similar, have you seen a tangible reduction in tickets? Can you link changes in adoption metrics or user behavior to a decrease in support volume, or did it just push the issue elsewhere?
5 Answers
In my experience, in-app guidance tools can definitely help to some extent, but you'll always have users who prefer to submit a ticket rather than go through a walkthrough. Even if the instructions are right there on their screen, some folks just like having the help desk handle it for them. It might lessen some repetitive tickets, but the classic "How do I do this?" questions will likely persist.
We use Whatfix, and it's really helped reduce repeat tickets. Integrating the guidance right into our CRM means that users don’t have to open tickets or bother anyone just to complete simple tasks. The analytics are also a lifesaver—you can pinpoint where users often struggle and decide whether to bolster in-app support or address underlying process issues.
We implemented Support Copilot and have seen great results. It now addresses about 60% of inquiries before they turn into tickets. Plus, since it runs 24/7, it's been a game changer for our global audience. I even documented our process, you can read about it [here](https://productfruits.com/blog/5-hard-earned-lessons-for-product-managers-building-support-copilots).
Just a heads-up to keep an eye on maintenance. While in-app guidance can boost user adoption, frequent UI changes can break your content, causing more admin work instead of reducing tickets. We've had better luck with keeping guidance simple and ensuring that good SOP ownership is in place.
Absolutely, check out Asyntai.com! They've got some solid solutions for this kind of issue.
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