Helpdesk & Tickets
Ticketing system with priorities, SLA policies, automatic routing rules, CSAT surveys, knowledge base and a self-service customer portal.
ITE Workflow365 Helpdesk is a professional ticketing system that replaces Freshdesk, Zendesk, and Jira Service Management, giving you full control over customer support in one unified platform. The priority system (low, normal, high, urgent) combined with SLA policies ensures every ticket is handled within the appropriate timeframe. Automatic routing assigns tickets to agents based on the ticket category, keywords, and current team workload, eliminating manual sorting and accelerating first response times.
The knowledge base with a rich text editor lets you create help articles that customers can browse independently through a dedicated self-service portal. This deflects repetitive tickets and frees up your support team for complex issues. The customer portal enables not just knowledge base browsing but also ticket submission and status tracking — customers always know where their issue stands in the resolution process. Canned response templates and macros accelerate agent workflows for the most common ticket types.
CSAT satisfaction surveys sent automatically after ticket closure provide continuous measurement of your customer service quality. Combined with the activity timeline on each ticket, email integration that converts incoming messages into tickets, and automatic escalation rules, ITE Workflow365 Helpdesk is a complete solution for managing customer support — from first contact through to satisfaction analysis and continuous improvement.
Key capabilities
Priority-Based Ticketing
Four priority levels — low, normal, high, and urgent. Each ticket has a category, status, assigned agent, and full history.
SLA Policies
Define response and resolution times by priority. Automatic escalations when SLA targets are at risk or breached.
Automatic Routing
Rules that automatically assign tickets to the right agents based on category, keywords, and team workload balance.
CSAT Satisfaction Surveys
Automated surveys after ticket closure. Measure customer satisfaction scores and identify areas for service improvement.
Knowledge Base
Create help articles with a rich text editor. Customers find answers themselves, reducing the volume of incoming tickets.
Customer Portal
A dedicated portal where customers submit tickets, track their status, and browse knowledge base articles independently.
Canned Responses
Pre-built response templates for the most common questions. Insert a template with one click and personalize before sending.
Email Integration
Tickets created automatically from incoming emails. Agent replies reach the customer as regular email messages.
Use cases
Technical Support Team
Manage technical issues with SLA policies, automatic escalations, and a knowledge base for customer self-service.
E-commerce Customer Service
Handle returns, refunds, and order inquiries with automatic routing, canned responses, and satisfaction tracking.
Internal IT Helpdesk
Accept employee requests through the portal, auto-categorize them, and monitor resolution SLAs across the organization.