Efficient IT Service Management with FLOWSTER

The efficiency of IT service management processes is significantly improved through automation and workflows. Automatic ticket resolving plays an important role, where IT service management tools such as Jira, ServiceNow, Matrix 42, or Topdesk are integrated to automatically process and resolve tickets.

By integrating these tools into FLOWSTER Studio, you can create automated workflows that help with ticket processing. Here are some examples:

• Automatic Ticket Routing
  With FLOWSTER, you can create rules that automatically route tickets to the right support staff based on certain criteria. For example, tickets for certain products or services can be assigned to specific teams or employees.
• Automatic Ticket Escalation
  If a ticket is not processed within a certain time, FLOWSTER can automatically trigger an escalation to ensure that the ticket is processed on time.
• Automatic Ticket Resolving
  When certain conditions are met, FLOWSTER can automatically close the ticket without a support employee having to intervene.
• Automatic Knowledge Base Updates
  When a ticket has been successfully resolved, FLOWSTER can automatically update the information in the knowledge base.

ITSM System Provides Insights

To extract and collect the number and frequency of certain tickets from an ITSM system, there are various methods including defining ticket categories, extracting tickets within a timeframe, collecting ticket counts per category, analyzing data to identify trends, and using this information to create automated workflows in FLOWSTER.