IT SERVICE AUTOMATION
Ticket Automation
Picture this, a world where every single incoming ticket is automatically categorized, prioritized, and assigned to the most appropriate person or resolution group within your IT organization.
Well it’s not just your imagination, it’s SysAid’s Ticket Automation.
Ticket Automation
Automate your IT help desk and IT service management processes such that every incoming ticket is automatically categorized, prioritized, and assigned to the most appropriate person or resolution group within your IT organization.
Automatic Routing Rules
Forget manual dispatching, with SysAid you can automatically assign tickets, and the associated records, to the most appropriate support people or resolution groups. Assignment is based upon the incident or service request record’s properties, such as classification, SLA, organization, user group, and category.
Automatic Escalation Rules
With SysAid’s automated escalation rules in place, you can rest assured that no ticket will slip between the cracks. You can set up rules related to tickets, and the associated records, according to several criteria. For example, you may want to escalate a new ticket by changing its priority and notifying the relevant manager, if the ticket hasn’t been classified and assigned within one hour of receipt.
Automatic Due Dates
Get things done and on time with SysAid’s automatic due dates, which can be based on various criteria, such as category, urgency, priority, and SLA. By specifying a due date for ticket resolution, you will be notified when tickets are at risk of being, or have become, in breach of SLA targets. Not only that, you can ensure tickets are resolved within a certain timeframe; giving employees confidence in knowing that any issue they have will be resolved by a specific date.
Automatic Prioritization
Take the guesswork out of which tasks you and your team need to tackle first. SysAid provides various methods for automatic ticket prioritization, such as using a Priority Matrix (based on urgency and impact). For even more flexibility and control, you can also choose for priority to be based on the requesting end user or by the associated IT service or IT asset.
For example, Allen City Hall automatically escalates incoming tickets according to prioritization. Tickets from the 911 dispatch center are given top priority. Next is the mobile data computers in the first-response vehicles, followed by fire and police stations. Read the case study.
Automatic Reminders and Notifications
Never miss a beat! Set up automatic reminders based on dates, such as software expiration dates; and set up automatic notifications based on various conditions. There’s also an after-save trigger for more advanced automation and integration with other software in your organization. For example, after a certain ticket is created or closed, you can set up any internal process via the after-save triggers.
“SysAid’s self-service portal led to over 84% fewer tickets created by IT staff!”
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