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  • Email Routing Rule Templates

    Routing Rule Templates allow you to define default settings for requests that are automatically raised from an incoming email using our Routing Rule feature...


    Controlling Request Assignments

    This new feature allows you to control who is available for request assignment.  There may be cases where a manager or other user would like to be part of a team but they would like to make sure that no requests are assigned directly to them...


    Using Task Checklists in a BPM Workflow

    Using Checklists within a task is a great way to manage key aspects of a task that need to be completed...


    Service Manager Integration with a Workspace

    One of the great things about having apps that can be installed on a collaboration platform is the ease of integration between the different features...


    Portal Access to Organization's Requests

    When supporting external organizations there is often a primary contact or manager that requires access to not just their own requests, but all the requests that have been raised by the different contacts within their organization...


    Email Routing

    Hornbill's Email Routing allows you to create rules to automatically process incoming emails.  The processing of an email may be as simple as directing it to a particular folder within a Shared Mailbox or using an operation to automatically raise a Service Manager Incident...


    Assigning Requests to Available Users

    When assigning either or new request or re-allocating an existing request, knowing who is currently available can help make those decisions on who is best placed for the request to be assigned to...


    Customer Feedback on Incidents and Requests

    In Service Manager, we have provided some new additions to our Customer Feedback feature. On closure of a request a customer can now be presented with a star rating and configurable questions to gather information on how well you are performing as a Service Desk...


    Copying Process Workflow

    To help create and manage your process workflows, Hornbill provides options for copying and reusing your workflow configurations between your different processes...


    Sharing a Request List View

    The Request List Views are a great way to configure what is displayed within your request list by defining sets of criteria and only displaying the requests that meet this criteria...

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