Creating your Workflow You can design your workflow to collect information from different stakeholders and undertake routing to request for action. Raising a requested ticket could be assigned to a user or group. This article illustrates the stages of the workflow process: New … Read more!
How to choose the right architecture SteadyPoint help desk can manage your tickets in different workspaces. The Workspace changes depending on the company’s hierarchy/support life cycle within the organization. However, we have a common workspace that can be used with … Read more!
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!
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!
Create a SharePoint Group Select a department to assign a ticket to, rather than an individual. Your different departments (e.g., HR / Sales / Finance) will be divided into different teams and group team members into different SharePoint groups. 1) … Read more!
Requesting a New Account Suppose your company is onboarding a new employee that need to have their company accounts (e.g., email) or a new laptop set up. To prepare for the recruitment of your companies’ new arrivals, Request a New … Read more!
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!
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 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!
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!