Systems and methods for intelligent ticket management and resolution

A computer-implemented system for efficient ticket resolution comprising:

• a memory storing instructions;
• and
• at least one processor configured to execute the instructions to perform operations comprising:
• receiving, from at least one user device, a request to resolve an issue, the request comprising language;
• analyzing, using a request management server, the language in the request to determine the issue to be resolved by performing natural language processing on the language to generate an assessment based on the language and user activity captured by the request management server;
• based on the assessment from the natural language processing, determining whether the issue meets a condition for automated resolution;
• and
• if the condition is not met:
• inserting, into at least one database, information associated with the issue to be resolved;
• and
• consulting the at least one database to determine whether a job aid associated with the issue exists;
• if the job aid does not exist:
• checking availability and/or workload of one or more work groups,
• generating a ticket associated with the issue in response to the request, and
• biasing assignment of the ticket to a work group based on the information associated with the issue to be resolved and the availability and/or workload.

A computer-implemented method for efficient ticket resolution comprising:

• receiving, from at least one user device, a request to resolve an issue, the request comprising language;
• analyzing, using a request management server, the language in the request to determine the issue to be resolved by performing natural language processing on the language to generate an assessment based on the language and user activity captured by the request management server;
• based on the assessment from the natural language processing, determining whether the issue meets a condition for automated resolution;
• and
• if the condition is not met:
• inserting, into at least one database, information associated with the issue to be resolved;
• and
• consulting the at least one database to determine whether a job aid associated with the issue exists;
• if the job aid does not exist:
• checking availability and/or workload of one or more work groups,
• generating a ticket associated with the issue in response to the request, and
• biasing assignment of the ticket to a work group based on the information associated with the issue to be resolved and the availability and/or workload.