Intelligent Case Routing

Help Desk Software > Intelligent Case Routing

Intelligent Case Routing - Get the case to the right people!

How many times have you requested support where you start with a person who simply gathers information and dispatches you to the correct department? Often times you need to provide additional information once you’ve reached the correct person. Flowan Help Desk eliminates this issue with its custom field entry capability and its sophisticated routing mechanism which acts as a built-in case dispatcher.

Flowan Help Desk allows you to assign help desk coverage areas for all of your customer service representatives. Help desk coverage areas are created by assigning virtual help desks, locations and problem types to the correct help desk representative based on their expertise. When customers submit cases, the Flowan Help Desk system routes the cases to the correct personnel base on the customers location and problem type selected.

Case Routing