Your service operations generate a ton of data. Capture all of it with Vivantio, track important milestones and trigger meaningful actions with easy-to-configure service automation.
Service Automation Greg Rich
How does automation help?
Vivantio offers a number of automation tools to help streamline your processes. Put controls in place to track, monitor and ensure continued and improved service continuity.
Automatically convert incoming emails to tickets and manage all messaging history in one spot.
Assign new tickets to the correct teams or individuals automatically, based on your chosen conditions.
Send out alerts when tickets are able to breach or have breached their SLAs.
Alert key team members or even carry out automated processes based on your unique scheduling needs
Prioritize your work and each step in your unique service process based on urgency by automating the workflow of each ticket.
Closely integrate with other tools in your service arsenal to automatically monitor and report on your team’s activities.
Watch: Ticket Highlights and Alerts
Visualization of your tickets help identify those that might need more immediate attention such as those about to break your service level agreements, or tickets logged by customers with enhanced contracts.
Highlight row and text for visual impact
Identify requests that are about to breach SLA
Track which customers have not received a timely update
Highlight tickets from VIPs or important customers
Use icons to depict conditions such as alerts or high-impact incidents
Create tasks for other service desk users, third parties and even customers to complete from within an instance of a ticket.
Scheduled Events and Automated Reports
Whether you need to make customer courtesy calls every month, revisit important IT processes weekly or have your facilities team inspect equipment bi-annually, The Vivantio Platform’s scheduling function can be configured to alert key team members or even carry out automated processes based on your unique scheduling needs.
You can also save time and eliminate hassle by generating automatic reports on any aspect of your operation, any time and as often as you like.
This third and final installment in our A New Approach to Ticket Prioritization series will outline how a weighted approach to prioritizing your ticket system can be applied in practice. In this post, we will look to highlight the success of different weightings and their respective benefits and overall results.