Case Study: Kwench automates HR & IT ticketing and improves resolution times with Workplace from Meta

Automate HR and IT services with HelpDesk Bot

Kwench struggled with slow, email-heavy HR and IT support processes where employees had to remember mailbox addresses, track who was handling issues, and monitor turnaround times. To simplify internal service desks, Kwench deployed the HelpDesk Bot on Workplace from Meta to provide a single, chat-based ticketing channel for employees and agents.

Using Workplace from Meta, the HelpDesk Bot automated ticket creation, desk and agent assignment, TAT settings, round‑robin assignments, nudges/escalations, and analytics so agents get Workplace Chat notifications and tickets are updated in real time. The solution cut internal emails, improved the percentage of issues resolved within TAT, eliminated follow-up emails from disgruntled employees, and scaled across Kwench’s client base (100+ clients and 200+ bot installations).

Kwench