Administrator Documentation

Sequential Approval Sequential approval process is a type of workflow which comprises a series of steps that a work must pass to be approved. The steps typically involve different departments and employees who review the work and either approve or … Read more!

Location based routing Suppose company X (NewDesign) has different branches in different cities/countries. To allow the system to recognize this we implemented Location based routing. This allows your company to locate the closest Help Desk Team the end-user is raising … Read more!

SteadyPoint Workflow Engine SteadyPoint Helpdesk helps your organization automate business processes by creating workflows that are related to your operations, products, and services.  Workflow streamlines daily operations by forming a stronger alignment between IT and the business, it keeps your work managed to … Read more!

Re-opening closed tickets In some cases, a resolved issue could repeat itself. Re-opening closed tickets was introduced to avoid creating a new ticket involving the same issue. Instead, the workflow would start again through the same ticket that was raised … Read more!

How to assign a ticket to an individual from a team Suppose you have a team of individuals working under one entity (e.g., Resignation and Exit) and a ticket was raised from the end-user (e.g., Sales) to a specific department … Read more!

SteadyPoint Helpdesk Escalation SteadyPoint Helpdesk Escalation system moves a request from a user or group to another user or group. There are two ways of using SteadyPoint Helpdesk Escalation system; Manual Escalation Automatic Escalation New → 1st Line of Support … Read more!

Assigning a ticket to a team Suppose you have a team of individuals working under one entity (e.g., Resignation and Exit) and a ticket was raised from the end-user (e.g., Sales) to a specific department (e.g., HR). All individuals in … Read more!

The ticket form includes; by default; a number of fields such as: Workspace, Request Type, Subject, Assignee, and more. Notwithstanding, users can customize their forms for each request type/ category/ subcategory by adding ticket user-defined fields. They can deploy any … Read more!

One of the main features of a superb ticketing system is that it helps you customize ticket views on your user interface in order to have a flexible system that better addresses the different needs of companies and individuals. Moreover, … Read more!

Link tickets to efficiently keep track of related tickets If you are a helpdesk user, then most probably you have experienced receiving an influx of related or repetitive requests and the tiring process of handling them one by one. With … Read more!