Help Desk Tour


Automate Help Desk using Workflow Rules

define workflow rules based on various events and criteria, decide actions your workflow rule should take on matching criteria

Multi Channels

Stop spending time on repetitive tasks

No one can make prediction for the number of tickets that would be received on a particular day. Every time it becomes very difficult to keep the track of every ticket. It really becomes very difficult and tedious to decide what action should be performed on a particular ticket. Even though if there are many staff members working in an large organization to handle tickets, still there is a possibility of confusion to be aroused among them.

In order to cope up with this problem there is another decision maker tool of Vision Helpdesk: Workflow! It is possible to automate the tickets flow using the rule based criteria. Based on this the system should take the particular action on matching the specific criteria conditions. This automated task can be done through the Workflow.

Event and Time based rules

Apply SLA Rules

Setup workflow rule to apply SLA rule to a ticket based on criteria.

Ticket Dispatcher

When a new ticket comes in define the landing department and staff that should be assigned.

Ticket Escalation

Define what actions system should take up if SLA is not maintained

Tickets Auto close

Setup auto close staff replied tickets after certain time if no client response is received.

Vision HelpdeskHelp Desk Automation