ServiceTonic | Help Desk Software

Business Rules and Workflows

Use business rules and workflows to automate all processes down to the smallest detail

Process and task automation in the Service Desk

Process Automation

Business Rules automate the execution of processes and actions in the Service Desk. Define conditions and the actions that need to happen specific to a business requirement

Support Team

Route Tickets to the right queue / support team

Automation

Define Time triggered automations.

Configurable

Setup custom notification rules (Email and SMS)

Update Fields

Update fields and ticket status based on workflow criteria.

Auto-Escalate

Auto-Escalate tickets based on Business Requirements.

Customizable

Predefined actions on the CMDB Assets and CI’s…

Easy configuration

  • Define all the business rules you need tailored to the specifications of each service.
  • Chained business rules: once a rule is applied, another is executed immediately.
  • Automated actions: Set up the actions a business rule has to perform: ticket escalation, notification, visual alert, changing the value of ticket attributes…

Execution

Establish when the rules must be executed:

  • in the creation or modification of a ticket,
  • based on criteria,
  • in a few days or hours,
  • interval of repetitions, etc.

Execution

Establish when the rules must be executed:

  • in the creation or modification of a ticket,
  • based on criteria,
  • in a few days or hours,
  • interval of repetitions, etc.

Managing Your Business Doesn’t Have to Be Hard