Estimated reading time: 3 minutes
IT teams receive large volumes of requests in Service Desk processes, which can become a bottleneck in operations metrics.
Whether the request is for software access, a system error fix, maintenance, new equipment, or any other category of demand, it is essential to understand how to prioritize help requests and implement a system to transmit them to the right team member.
If there is no system in place to filter tickets according to users’ needs, it is easy to miss deadlines, accumulate requests, increase the resolution rate, and, consequently, reduce the company's desired levels of CSAT/NPS.
Pipefy makes it possible to configure automations to streamline IT operations and ensure that no ticket is ignored or left behind. Let's begin!
🔔 Attention: Pipe admin access is required to change settings. Access must be the settings or have permission granted by an admin member.
Prioritize tickets according to request type
We have created scenarios for prioritizing tickets, by ticket type and business rules. First, click on the Automate button in the pipe's header and then on Create New Automation.
Let's determine the trigger for the action A card enters a phase. Simply define the first phase of the Service Desk process (normally Screening), and then click the Add condition button.
After clicking Add condition, you will choose the requisition category field.
In this example, let's choose the field Type → is equal to → Software Installation. But remember, you can create any type of automatic filter here, regardless of the request type.
On the right side, let's choose the Update a field on card or record event. Leave the pipe option selected and choose the field. In this example, let's set Screening → Assignee. In assignee, choose the person best equipped to meet that demand.
Now whenever requesters open tickets related to software installation, the responsible for answering them will be the person you want. You can do the same for other form fields, and even depending on the complexity of each request.
For example, in a flow where a different tag defines the complexity of each ticket and people are assigned according to the tags.
Notification according to the SLA
Another automation you can create is related to the SLAs of the process, according to the due date of each ticket - any expired card still in the Awaiting Data, In Progress, or In Approval, for example. In that case, a team member is automatically notified by email to evaluate the request.
First, we need to create an email template to send the late ticket information. Click Emails located in the pipe header, then Email Template.
Create the email body with dynamic fields related to the card (including due date, ticket type, and the link to the card itself). Check the example:
Finally, just save the email template.
Click Automate in the pipe header to automate, then Create New Automation. Next, select the trigger entitled An alert is triggered, then the Card expired option. Finally, select the event Send an email template and choose the template you just configured.
We have now created a flow to automatically notify anyone of your choice when a card expires. You can also create automations to send emails when a ticket has been completed, collect NPS, escalate approvals, and almost any other action you can think of.
Use these new skills to guarantee an agile operation with visibility into the status of each and every request.