Help Desk Software: Business Rules and Intelligent Workflows

A Help Desk software with business rules and workflows automates ticket management, assigns incidents to the right agent, prioritizes requests by SLA, and sends intelligent notifications—improving the speed and efficiency of technical support.

Encuesta de satisfacción

Design business rules and workflows tailored to your needs.

Workflows Tailored to Your Processes

Every company has its own way of working, and our Help Desk software adapts to it. Design custom workflows, automate ticket distribution, configure personalized notifications, and update statuses automatically—optimizing time and resources across your business.

Encuestas personalizadas

Ticket Distribution

With business rules, ticket distribution is carried out automatically to the corresponding queue or the right support team, ensuring that each request is handled by the most qualified personnel.

Time-Based Automation

Set up business rules that trigger automatically based on defined intervals or deadlines, ensuring necessary actions are executed on time and without manual intervention.

Personalized Notifications

Define business rules to send notifications tailored to your needs—whether by email or SMS—ensuring that key information reaches the right person at the right time.

Automatic Field Updates

Set up business rules to automatically modify field values or the status of a ticket, enabling efficient management and tracking of each incident.

Auto-Escalation

Establish business rules that automatically escalate tickets according to defined requirements and criteria, ensuring critical issues receive priority attention without delay.

Customizable Actions on CMDB and CI Assets

Define business rules with predefined actions that directly interact with your CMDB assets and configuration items (CI), enabling precise and automated management of your infrastructure resources.

Benefits of Integrating Rules and Workflows into Help Desk Software

Integrating business rules and automated workflows into your Help Desk software not only optimizes internal processes but also significantly improves incident management and the customer experience. These customized automations transform the help desk into an efficient, agile support center aligned with ITSM best practices.

Greater Operational Efficiency

Greater Operational Efficiency

By reducing manual and repetitive tasks, your support team can dedicate more time to effectively resolving incidents. Process automation enhances productivity and streamlines daily management.

Faster Response Times

Faster Response Times

Automated workflows speed up ticket assignment and tracking, ensuring that each request is handled quickly. This is essential to meet SLA requirements and maintain high standards of customer service quality.

Improved Customer Satisfaction

Improved Customer Satisfaction

Efficient management and timely responses build trust and loyalty among users. By using a system that prioritizes and automates resolution, you deliver proactive support that enhances the perception of the customer service experience.

Complete Control and Action Traceability

Complete Control and Action Traceability

Every step in the process is recorded, enabling continuous audits and analysis. Traceability enhances internal transparency and helps identify opportunities for improvement in technical support processes.

Create and Automate Business Rules

Learn how business rules and process automation can help you streamline workflows:

Easy-to-Configure Business Rules

Define as many as you need, always tailored to the specifications of each service.

Chained Business Rules

Once one rule is applied, another is executed immediately.

Automated Actions

Configure the actions a business rule should perform: ticket escalation, notifications, visual alerts, changes to ticket attribute values, and more.

Personalice cada Asistente Virtual

Defina mediante prompts el comportamiento de cada Asistente Virtual a efectos del tono, el idioma, la extensión, el formato y otras características de sus respuestas.

Gestione su propio contenido

Dote a cada Asistente Virtual de su propio contenido incluyendo documentación propia de la empresa o URLs de páginas web que el AI Agent indexará.

Acceso limitado

Restrinja el acceso a cada Asistente Virtual a aquellos usuarios que cumplan determinadas condiciones, como role, departamento, ubicación o empresa.

Base de datos de conocimiento en IA
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librerías base de datos conocimiento

Automatic Execution

Business rules are executed automatically at key moments to ensure your processes run without interruptions and with maximum efficiency.

Ticket Creation or Modification

Rules are applied immediately when a new ticket is generated or when its information changes, ensuring fast and consistent responses.

Criteria-Based

Configure specific conditions, such as ticket priority, incident type, or assigned department, so the rule is triggered only when those requirements are met.

At a Specific Time

Schedule rule execution after a certain number of days or hours from ticket creation to perform follow-ups, send reminders, or trigger automatic escalations.

Recurring Execution

Set up regular execution cycles that, for example, send recurring alerts or update ticket statuses automatically.

ServiceTonic, la solución para agilizar procesos con reglas de negocio.

100% Customizable with No Programming Required

Easily configure rules and workflows without technical knowledge, adapting quickly to your processes.

Excellent Technical Support

Our team provides fast and friendly assistance, ensuring you get the most out of the tool.

Integrated AI for Greater Efficiency

Artificial intelligence helps agents edit tickets quickly and accurately, boosting productivity and customer satisfaction.

Discover How ServiceTonic Can Transform Your Technical Support

Optimize your service with customizable, automated Help Desk software integrated with AI. Request a free demo and see how to improve your efficiency and user satisfaction.

Discover How ServiceTonic Can Transform Your Technical Support

Optimize your service with customizable, automated Help Desk software integrated with AI. Request a free demo and see how to improve your efficiency and user satisfaction.