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Business Process Automation |
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Automation of your business processes is a critical and cost
saving measure. The VI Service Desk allows complete automation
of your support departments processes. The creation, routing,
assignment, and escalation of tickets can be completely automated
out of the box. In addition we provide customization services
to ensure your personal needs are met. |
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Features:
- Escalation & Threshold Notification
Rules
- Ensure that Service Level Agreements
and service time requirements are being met with Escalation
Triggers. Escalation Triggers can be configured to send
a threshold/warning notification to specified/concerned
parties before an actual escalation is made. Pro-active
measures save time and maximize an organizations success.
Base your Escalation Rules on a variety of criteria
such as Priority/Severity - Ticket Problem/Service Category
- SLA and much more.
Escalation Trigger:
- Ticket Routing & Auto Assignment Rules
- Route and assign tickets based on
where the tickets are coming from (Location) and/or
the categorization of the ticket. The VI Service Desk
also provides a Catch All assignee option for circumstances
where a ticket may not meet any assignment rules but
still needs to be addressed. End Users may send an email
directly to the Service Desk for auto-routing/assignment.
Ask us about integrating a Create Ticket Option within
the users mail-box for added convenience. The VI Service
Desk can truly be made a centralized ticket solution.
Ticket Routing:
- Fully Integrated Service Level Agreements
- Ensure that special service situations
are handled by implementing SLA's for VIP(s), important
ticket problem/category types and much more. Tickets
that have Service Level Agreements will be assigned
to the proper analyst/analyst group (tier), with option
to apply escalation rules.
Service Level Agreement:
- Task Generation & Auto Assignment
- Automatically generate and assign
tasks to a ticket based on ticket category. Implementing
auto-task generation provides a more specialized approach
for services that require close attention.
Task Set & Template:
- Approval Workflows
- Set up approval rules based on ticket
category to guarantee the right people are reviewing
and approving requests that require special change management
rules.
Approval Workflow:
- Custom Dynamic Fields
- Custom fields facilitate the gathering
of category specific information. Fields can be defined
for each category as well as each subcategory and are
automatically displayed when the categorization of a
ticket is chosen. In addition custom fields can be made
required with numerous field types (text, radio, checkbox,
etc...) available.
- Survey Distribution
- Automatically send surveys to receive
critical feedback from your end users. Seeing trends
and understanding your users needs is extremely important
in saving time and effectively setting the right priority
level for tickets. Survey's may be made 'Anonymous'
to help facilitate a more earnest discourse.
Survey Template:
- Overdue Reminders
- Receive automatic notification of
overdue tickets.
- Personal Reminders
- Reminders can be setup within Work
History entries on tickets. This can be quite useful
when you are awaiting the arrival of an order before
resuming work on a ticket. The reminder will automatically
appear in your mail-box with a document link/URL back
to the ticket.
- Automatic Archiving
- Keep your Service Desk running optimally.
The ticket archiving process can be easily automated
by specifying how old your closed tickets need to be
before they will be archived. Once a ticket reaches
its archive age it will be automatically archived along
with all of its tasks, work history, and other related
information.
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