Special Solution: Professional & Customizable Helpdesk System

Standard helpdesk systems often reach their limits when it comes to individual requirements, complex processes, or seamless integration into your existing IT landscape. For demanding customers who need more than simple ticket management, the flying dog BPM platform provides the ideal foundation for a highly professional and fully customizable helpdesk system.

We combine robust standard helpdesk functionalities with the unmatched flexibility of our powerful Workflow Engine. Design your support processes exactly as your company needs them – from ticket creation to complex problem solving and quality assurance.

Tailored Features for Your Support:

Our platform enables the implementation of specific helpdesk scenarios through flexible configuration and workflow control:

Multi-channel Case Creation:

• Automatically capture requests from incoming emails (support for any number of mailboxes with optional direct team assignment).
• Use individually designed forms (created with our integrated Form Builder) for structured submissions.
• Integrate external systems via interfaces (API). An example: A barcode scanner reports a problem via email; based on the inventory number, the case is automatically assigned to the responsible IT team in the team inbox.

Flexible Team & Task Management:

• Team Inbox: Ideal for self-organizing teams. Cases are automatically assigned to the right team based on categories or other criteria. Team members independently take on tasks from the inbox.
• Dispatcher Role: Manual assignment of cases by a dispatcher is also easily possible.
• Substitution Rules: Manage absences clearly (Gantt view) and define substitutes (individuals or groups) for seamless processing.

Intelligent Process Control & Events:

• Trigger actions through internal events (e.g., form approval) or external system events.
• Use time-dependent controls for follow-ups, reminders, or escalations.
• Integrate quality assurance steps, e.g., an automated feedback request from the reporter before final case closure.

Advanced Helpdesk Features:

• Ticket-to-Process Conversion: Seamlessly convert simple tickets into complex, cross-functional processes (e.g., an incident report leads to a procurement process or the creation of user accounts).
• Multi-timezone Support: Essential for globally operating support teams.
• Standard Convenience Features: Of course, basic functions such as duplicate detection, case sharing, a powerful HTML editor (e.g., for comments with image markups), etc. are included.

The flying dog Advantage: Workflow Power for Your Helpdesk

The crucial difference from standard tools lies in our Workflow Engine:

• Deep Customizability: Define individual escalation paths, complex approval logics, automated notifications, and specific processing steps exactly according to your requirements.
• Seamless Integration: Connect your helpdesk deeply with other systems (ERP, CRM, knowledge bases, monitoring tools) for a 360° view and automated actions.
• Full Transparency & Auditability: Every step in the process is transparently logged.

Your Path to a Tailored Helpdesk:

Whether IT support, customer service, HR inquiries, or facility management – if standard solutions are not sufficient, our platform is the right choice. We analyze your specific requirements and configure or extend the solution precisely.