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Organise
Design the service desk process workflows to suit your organisation
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.
- 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
Key Features
‘The new system seems to be working really well for us and we’re enjoying it!’
Mitchell Waters
ICT Servicedesk Administrator
South Yorkshire Fire & Rescue
‘The new system seems to be working really well for us and we’re enjoying it!’
Mitchell Waters
ICT Servicedesk Administrator
South Yorkshire Fire & Rescue
“There are lots of ticket management systems out there, but the customer service that we receive is outstanding, nothing is too much trouble, not question is too silly to ask, and the system does everything you would want it do. It’s a good price in a competitive market with exceptional customer service.”
Read the Epping Forest Case Study
Paula Tredgett
Epping Forest
‘The new system seems to be working really well for us and we’re enjoying it!’
Mitchell Waters
ICT Servicedesk Administrator
South Yorkshire Fire & Rescue
“There are lots of ticket management systems out there, but the customer service that we receive is outstanding, nothing is too much trouble, not question is too silly to ask, and the system does everything you would want it do. It’s a good price in a competitive market with exceptional customer service.”
Read the Epping Forest Case Study
Paula Tredgett
Epping Forest
“HotH’s knowledge is excellent and their ability to find solutions to even the most complicated requirements is second to none. I would recommend their services to anyone looking for a bespoke, fully functional and user-friendly service management software provider”
Read the Ascot Case Study
Andrea Ashurst
Ascot Services
‘The new system seems to be working really well for us and we’re enjoying it!’
Mitchell Waters
ICT Servicedesk Administrator
South Yorkshire Fire & Rescue
“There are lots of ticket management systems out there, but the customer service that we receive is outstanding, nothing is too much trouble, not question is too silly to ask, and the system does everything you would want it do. It’s a good price in a competitive market with exceptional customer service.”
Read the Epping Forest Case Study
Paula Tredgett
Epping Forest
“HotH’s knowledge is excellent and their ability to find solutions to even the most complicated requirements is second to none. I would recommend their services to anyone looking for a bespoke, fully functional and user-friendly service management software provider”
Read the Ascot Case Study
