Workflow Automation
Powerful Workflow Functionality
Most help desk software vendors make you change your processes to match their workflow or charge you hundreds of thousands of dollars to hire their consultants to map to your processes. Our workflow engine is both powerful and easy for you to use. We enable you to write rules which can be grouped together to perform almost any task you can imagine. We help you start simple and increase the complexity based on the demands of your customers. With iSupport you can support the proprietary business processes that make your company unique.
Common Workflows That Can Be Defined in iSupport:
- Routing
- Escalation
- Incident creation from email
- Incident creation from social media
- Incident ipdate based on incoming email
- Automatic response to incoming email
- Time-based business rules (SLAs)
- Routing based on location
- Assignment based on skill
- Assignment based on workload
- Webhooks based on field values
- Hierarchy templates for multiple activities
- Approval cycles
- Management notifications
- Knowledge management approvals
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