Each organization is different. You have unique
work flow to manage your customers. Can a
standard solution flexible enough to cater
to your unique work flow? e11 work flow management
software will help you streamline your business
process in terms of improved efficiency, better
process control, improved customer service,
flexibility and advanced automated workflow.
With e11 help desk, you can setup your unique
business rules and policies in e11 help desk
software.
Some of the configurable business rules settings
work flow management systems are :
Ticket Creation
Who all can generate Tickets and under
what all categories?
Will you accept tickets via email, help desk
or combination of both?
Ticket
Updates
Who have rights to update a ticket?
What will happen to the status of ticket
on update?
Can a user update a ticket via email,
help desk or combination of both?
Who should be notified in case of ticket
update?
Calculation of Time spent on each ticket
and how it will effect representative’s
productivity report and how you want
it to be linked with escalation mechanism.
Ticket
Routing and Reassignment
Who will handle what?
Which representative is part of which
group?
Manual assignment or automatic assignment
or both?
Who will have rights to reassign?
From where to where reassignment can
be done?
Push, Pull or combination for routing?
Ticket
Resolution
Who have the right to close a ticket?
Who has to approve ticket in certain categories?
Which status is required to close a
ticket?
Who should be informed on ticket closure?
Which type of tickets should be added
to knowledge
base on closure?
How a fixed ticket will be closed? Manual
or Time Bound or both?
Ticket
Reopen
Who all have the rights to reopen a
ticket?
Can ticket be reopened via email, help
desk or both?
What should be category and status of
reopened tickets?
Where should reopen tickets should go?
Directly to the last representative
or they should be unassigned?
Who should be notified in case of ticket
is reopened?
Can a ticket reopened via telephone?
Escalation
and Service Level Management:
With
e11 Escalation notifications you
can warn the appropriate people when
the service level time is approaching.
An Escalation form will be created that
will allow authorized users to set the
service level for each combination of
assigned groups and priority.
The form will allow the authorized user to
define:
Whether the service level is to be calculated
in business hours or clock hours?
The amount of time before a response time
escalation is sent?
The amount of time before a resolve
time escalation is sent?
