Ticketing Workflows
Improve service desk’s operational efficiency, reduce costs, and improve end user experience with an intuitive ticketing workflow capability for managing end user issues and requests.
Automate Tasks, Extend Team Reach
InvGate’s visual workflow engine allows users to use an intuitive interface to drag and drop and link workflow elements where needed. It’s so much easier than trying to design workflows using drop down menu options, no matter how simple the workflow looks on paper.
Map out your target process, including tasks, decision points, loops, and inputs and outputs. The workflow then gets triggered by a request to InvGate Service Desk, whether it’s a request for the purchase of new equipment, the installation of software, or any other repeatable process that you want to automate.
Once a workflow is triggered, InvGate Service Desk will automatically execute your predefined process. The workflow acquires the relevant information from the request and the service database, as well as external data sources via a web service or API. The path through the process is chosen based on the conditions you set.
These are generated automatically at appropriate points. You can accept or reject them from the portal or via email, and the process is then directed based upon the response.
The system interacts with the outside world through in-solution and email communication, as well as running code through a web service or API. You can also affect changes in your IT systems via InvGate Assets, such as the installation of new software, license management, or the locking of a workstation.
Benefits of InvGate Workflow
InvGate Service Desk workflow, available via both on-premise and SaaS delivery models, will help your company to improve its IT support, IT help desk, or IT service desk operations. The support-process formalization and automation will improve both performance and service delivery across a number of areas:
Increased speed of service
Reduced costs
Improved customer satisfaction
Improved staff morale and retention
End users expect their issues and requests to be resolved quickly. Workflow, notifications, and automation speeds things up by removing the reliance on people to enact manual activities and reducing wait times. InvGate Service Desk’s workflow capabilities empower IT support staff to “work smarter, not harder.”
Labor costs are still a big part of the IT support budget and consequently the removal of manual tasks can save significant amounts. However, workflow and automation not only reduces manual effort and the associated cost, it also helps to reduce duplication of effort, rework, and other labor wastage.
This can be influenced by a number of things. The speed of resolution plays a big part, so standardizing processes and leveraging workflow and automation ultimately impacts customer satisfaction and the customer experience in a positive way.
The InvGate Service Desk workflow and automation makes life easier for IT support personnel. It speeds things up and removes repetitive manual tasks. More tickets will be resolved within agreed targets and end users will rate the IT support team more highly. All of which make for happier IT support staff.
