IT HELPDESK
Simplify Helpdesk workflows
with Nintex

Automated
!
Non-automated
Email & phone
Customer emails
Helpdesk
Application of Nintex workflow
Customer calls
Helpdesk
Customer creates
ticket
Email and phone
calls are difficult to
track and can be
missed or forgotten,
infuriating
customers.
!
Helpdesk staff
verifies
customer ID
Email lost or
forgotten
Unstructured first
interaction means
required
information may
not have been
communicated,
necessitating
multiple follow-ups
and wasting time.
!
Data breach
possibility
Single form captures
all required
information for the
request ticket.
HR integration secures
IT infrastructure and
reduces the possibility
of a breach.
Nintex Form
User ID
verified?
Ticket dropped/
IT Security alerted
No
Direct issue to
correct
personnel
!
Delay
Yes
Integration with
knowledge base
expedites solution
research.
Repeat
!
Delay
!
Customer
provided enough
info?
Follow up with
customer
No
Data
inaccuracy
Auto-alerts and
notifications at every
step expedites
resolution. Metadata
from forms allows for
automated routing to
the correct personnel.
With the correct
person working on
the issue with
sufficient data and
information,
resolution can be
formulated quickly
and sent to
customers.
Yes
With metadata,
issue routed to
correct specialist
No
Solution sent
Email or call with
possible solution
!
Problem
resolved?
Email lost or
forgotten
Yes
Problem
resolved?
No

Yes
Ticket closed

Case closed
Attack leads to data
or system breach.
Process is fully
trackable.
Inquiries:
Standardized form:
Hard to track
Ensures capturing of required information
Can be lost or forgotten
Saves productivity
Infuriating customers
Alerts expedites process
Resolution:
Insufficient information
Fully trackable
Integration with HR:
Requiring follow-up, iterative process
Secures IT infrastructure
Delays resolution and wastes productivity
Reduce data or system breach
Using email and phone causes data loss