Workflow Engine

Feature Details

Business Areas

Customer Service and Support
Facilities Management
Freedom of Information Management
IT Service Management

Automatically notify assignees of impending SLA breaches.

SupportDesk’s workflow engine allow you to 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.

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.

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