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IT Help Desk

Manage IT help desk cases, with escalations and onsite visits when needed. Check employee satisfaction with an automatic survey.

26 Jul 2013 - Sapna Maheswari

There are many IT Services Management software products on the market, but which one really suits your needs?

Manage your IT help desk requests with Bonita BPM, to:

  • Track and audit cases to ensure your SLAs are met
  • Adapt your case resolution process to your exact organizational needs
  • Monitor customer satisfaction with automatic survey sending

The BPMN process model and executable examples below show an IT help desk support system which allows employees in an organization to raise IT support tickets.


The Process Template for 360o Customer Support (see Process template, below) is useful for IT support. It has been designed to help manage complaints/grievances received from multiple channels.

Customer support cases can be initiated:

  • by an anonymous user from auto-login web form (mobile or desktop)
  • by an agent from Bonita BPM Portal
  • via Twitter

Customer support cases are managed by:

  • a team of general and sdvanced customer support representatives
  • an onsite technician team

Customer support cases are monitored using Google Maps.


Download process resources

Process template: