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  • Automated Emails

    Email communication is a common method for keeping your customers up to date on the issues that they have reported to the service desk.  To ensure that this takes place during the different stages of an incident, automated email notifications can be added as part of the Business Process Workflow.  An automated email may be that initial communication to the customer letting them know that their incident has been raised or it could be getting that valuable resolution information to them to let them know that their issue has been fixed.  Automation not only frees up time for the support staff but it also keeps a level of consistency to when emails are sent and their contents.

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    Latest Posts

    • Locking Request Details

      2017-03-24 20:03:37
      Feature Friday

      This new feature allows the core details of the request to be locked down at a particular point within your workflow...

    • Resolving Linked Requests

      2017-03-17 21:19:54
      Feature Friday

      Whether it be incidents linked to a problem, a problem linked to a change, or a change linked to some service requests, having the ability to resolve or close these in a single action can be a huge time saver...

    • Hornbill Live Chat

      2017-03-11 06:27:15
      Blog Posts

      Hornbill's Live Chat provides a great way for customers and end users to get in touch with the Service Desk...