Sequential Approval

Sequential Approval

Sequential Approval Sequential approval process is a type of workflow which comprises a series of steps that a work must pass to be approved. The steps typically involve different departments and employees who review the work and either approve or … Read more!
Adding Ticket Watchers

Adding Ticket Watchers

Adding Ticket Watchers A ticket watcher is a user (in addition to the ticket’s assignee, reporter and owner) that receives email updates about the ticket. If a watcher is added to a ticket, the system automatically provides the watcher access to the … Read more!
Location based routing

Location based routing

Location based routing Suppose company X (NewDesign) has different branches in different cities/countries. To allow the system to recognize this we implemented Location based routing. This allows your company to locate the closest Help Desk Team the end-user is raising … Read more!
SteadyPoint Workflow Engine

SteadyPoint Workflow Engine

SteadyPoint Workflow Engine SteadyPoint helpdesk helps your organization automate business processes by creating workflows that are related to your operations, products, and services.  Workflow streamlines daily operations by forming a stronger alignment between IT and the business, it keeps your work managed to … Read more!
Configuring ticket Auto Close

Configuring ticket Auto Close

Configuring ticket Auto Close Suppose a technician receives a ticket from Human Resources department. The ticket owner/author forgets to verify the resolution to Closed. In this case, you can use Triggers to auto close tickets that have not been closed … Read more!
Re-opening closed tickets

Re-opening closed tickets

Re-opening closed tickets In some cases, a resolved issue could repeat itself. Re-opening closed tickets was introduced to avoid creating a new ticket involving the same issue. Instead, the workflow would start again through the same ticket that was raised … Read more!
How to assign a ticket to an individual from a team

How to assign a ticket to an individual from a team

How to assign a ticket to an individual from a team Suppose you have a team of individuals working under one entity (e.g., Resignation and Exit) and a ticket was raised from the end-user (e.g., Sales) to a specific department … Read more!
Creating a new ticket

Creating a new ticket

Creating a new ticket A ticketing system is software that helps you streamline customer support tickets. Ticketing system software provides all the context you need to resolve issues and also allows you to prioritize, track, and automate routine support tasks. … Read more!
Release Notes

Release Notes

Release Notes 22/04/2022 – Helpdesk 1.0.2.2 Knowledge base Date Format Select who can view activities & activities permissions Save tickets filter during the session Update Default selected statuses in tickets view (every user can set his default statuses to be … Read more!
SteadyPoint Helpdesk Escalation

SteadyPoint Helpdesk Escalation

SteadyPoint Helpdesk Escalation SteadyPoint Helpdesk Escalation system moves a request from a user or group to another user or group. There are two ways of using SteadyPoint Helpdesk Escalation system; Manual Escalation Automatic Escalation New → 1st Line of Support … Read more!