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Workflow Engine

Design the service desk process workflows to suit your organisation.

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Organise your service desk workflow

Design the service desk process workflows to suit your organisation and get reminds on breaches. It constantly monitors the Tickets, Tasks and even Contracts within HotH and, if configured to do so, will issue alerts if the required jobs are not being performed within the timescales specified.


Monitor your SLAs with the Workflow Engine

Proactively monitor your Service Level Agreements (SLAs) with Workflow Engine. Warn your agents and stake-holders of approaching SLA failures and automatically escalate calls through stages your workflow. Use the engine in conjunction with Email Integration for complete visibility on or offline. Ensure a greater level of service with Workflow Engine.

Key Features

Automated escalation of calls at milestones such as SLA failure

Automatic call reassignment

Receive visual alerts of approaching breaches

Escalation log report for management analysis

Email notification of call reminder and SLA breaches

Make managers aware of potential issues before SLAs are broken

Help ensure compliance with service level agreements

Workflow diagrams display relationships between statuses, and status milestones