Service desk workflow automation

Purpose

1.1. Fully automate the service desk workflow for IT & facility management in Institutes of Technology to reduce manual handling, ensure swift ticket resolution, empower IT and facility staff with automated ticketing, assignment, escalation, alerts, approval routing, resource deployment, and closure updates.
1.2. Centralize request tracking, automate approvals, escalate unresolved tickets, automate recurring maintenance schedules, integrate multi-channel request intake, and activate real-time status notifications across the technical institute’s automation framework.
1.3. Enable data-driven insights on service desk performance, automate analytics and reporting, and automate the dispatch of surveys to improve end-user satisfaction and institutional efficiency.

Trigger Conditions

2.1. Automatedly trigger on new service request via email, web form, intranet, or chatbot.
2.2. Triggered by ticket status change (e.g., “in progress”, “pending approval”, “resolved”).
2.3. Escalate automatically on SLA breach, high priority flag, or inactivity.
2.4. Initiate workflow automation when asset inventory updates or schedule triggers are met (maintenance cycles).

Platform Variants

3.1. ServiceNow
• Feature/Setting: Use “Create Incident” and “Update Record” REST APIs to automate ticket creation, status updates, assignment rules. Sample: Configure webhooks to call POST /api/now/table/incident on new requests.

3.2. Zendesk
• Feature/Setting: Automated “ticket create/update” endpoint to trigger ticket flows; use Triggers/Automations to automate escalations and notifications.

3.3. Jira Service Management
• Feature/Setting: Automate via “Create Issue” API and “transition issue” for ticket progress; leverage Automation Rules for SLA actions.

3.4. Freshservice
• Feature/Setting: “New Ticket” webhook triggers automators; use Freshservice “Update Ticket” API for automated status sync.

3.5. Microsoft Power Automate
• Feature/Setting: Automator flows for “When a new email arrives” in shared mailbox — link to ticket creation in SharePoint/ServiceNow.

3.6. Slack
• Feature/Setting: Events API for automated ticket creation from messages; use incoming webhooks for automated status broadcast.

3.7. Microsoft Teams
• Feature/Setting: Bot Framework triggers ticket creation, adaptive cards automate approvals, connectors send status updates.

3.8. Google Workspace
• Feature/Setting: Google Forms for automated request intake, Apps Script automates Sheet-to-integration push for ticket generation.

3.9. Trello
• Feature/Setting: Butler Automation to move cards on status change; automate ticket-to-board card mapping via REST API.

3.10. Salesforce Service Cloud
• Feature/Setting: Use “Case create/update” SOAP/REST API, Process Builder automates assignment/escalation flows.

3.11. BMC Helix ITSM
• Feature/Setting: REST API “Create Incident”, automation policies for notification and workflow steps.

3.12. Ivanti
• Feature/Setting: Automation Rules in Service Manager, REST API “ticket create” for automated workflows.

3.13. ManageEngine ServiceDesk Plus
• Feature/Setting: “Add Request” API, Custom Triggers automate technician assignment/escalation.

3.14. Zoho Desk
• Feature/Setting: “Create Ticket/Update Ticket” API, automation rules for reminders and escalations.

3.15. Cherwell Service Management
• Feature/Setting: One-Step Automation for status transitions, REST API “Create Incident”.

3.16. GitHub Issues
• Feature/Setting: Webhook triggers on new issue/ticket, automate labeling or assignment via Actions workflows.

3.17. Asana
• Feature/Setting: API endpoint to automate creation of tasks from form input; automation for status updates to tickets.

3.18. Monday.com
• Feature/Setting: “Create Item” API for automated ticket intake, automation recipes for SLA and approval flows.

3.19. PagerDuty
• Feature/Setting: Event API for automated incident creation/escalation, integrate with monitoring tools for trigger automation.

3.20. Opsgenie
• Feature/Setting: “Create Alert” API triggered by uptime monitor; automate on-call escalations and notifications.

3.21. Airtable
• Feature/Setting: Automation “When record created” triggers workflow, REST API for ticket assignment.

3.22. Intercom
• Feature/Setting: API to automate support ticket intake from chat, trigger workflows on message events.

3.23. SMS (using Twilio)
• Feature/Setting: Twilio Programmable SMS; automate reception of SMS to create/close service requests via Webhooks.

3.24. Email (SMTP/IMAP)
• Feature/Setting: Automate “new unread email” on shared inbox to trigger request creation using IMAP polling.

3.25. Service Bot/AI Chatbot
• Feature/Setting: Webhook integration to automate service request intake and auto-response flows.

Benefits

4.1. Dramatically automates manual service desk handling, reducing time-to-resolution and error rates.
4.2. Automator-enables proactive management of SLAs and escalations.
4.3. Unifies request intake from diverse automatable channels (email, SMS, chat, intranet).
4.4. Scheduled automation for routine maintenance tasks optimizes operational efficiency.
4.5. Automated analytics, feedback, and reporting drive continuous improvement.
4.6. Ensures critical IT and facility automations for technical institutes without vendor lock-in or manual overhead.