Workflow
Most service 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 develop. 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.
The Service Desk Edition Includes:
- Work item routing
- Work item escalation
- Incident and change creation from email
- Incident creation from social media
- Incident and change update 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
- Webhook creation based on field value
- Hierarchy templates for multiple activities
- Approval cycles
- Management notifications
- Knowledge management approvals
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