← Tenderely BPM
MODULE
Help desk and support tickets in one flow.
While support arrives by e-mail, two things are always missing: who owns the request and how long it has waited. An inbox is not a queue. Tenderely BPM turns the request into a record, gives it an owner and lets the system count the clock.
What does a support process repeat?
01
Taking the request
However it arrives, it has to land in one shape; a free-text message cannot be prioritised.
02
Classification and priority
Nothing can be assigned before subject and urgency are set; a queue where everything is urgent is not a queue.
03
Assignment
A ticket needs an owner. One left for "somebody" becomes nobody's job.
04
SLA tracking
If first response and resolution times are contractual, they have to be measured; an unmeasured promise is not kept.
05
Resolution and knowledge
When the same problem returns, the previous fix has to be findable.
06
Feedback
The satisfaction question after closure is the only data showing whether service actually improved.
Where does this break down today?
Tickets live in an inbox
Mail to a shared address forms no queue; because nobody knows who is on what, some get answered twice and some not at all.
Nothing is measured
"We reply within four hours" is said, but never measured, so how long it really takes is unknown.
The same question is solved twice
A problem fixed last month is researched again this month, because the fix stayed in someone's head.
Workload is invisible
Who is carrying how many tickets, and who is drowning, can only be discovered by asking.
What changes with Tenderely BPM
01
The ticket is structured data
A public form puts every request into one shape, with subject, urgency and attachments as fields that can be sorted.
02
The system counts the SLA
Steps carry deadlines, and tickets about to breach sit separately from those that already have.
03
Every ticket has an owner
It is assigned to a role or a person, never orphaned, and moves with its history when handed over.
04
History is searchable
Closed tickets stay on record, so a similar problem finds the earlier resolution.
05
Requesters track their own
A customer or employee connects as a linked external user and sees only their own ticket, and is notified by e-mail as it moves.
FAQ
Can requests still come by e-mail?
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A public form link, or a form embedded on your website, collects requests in one shape and drops them straight into your process. Inbound webhooks can also open tickets from an external system.
Can the SLA depend on the subject?
+
Yes. Conditional branching sets different deadlines by urgency or customer type, and a ticket about to breach raises a warning by itself.
Can we use it for internal support?
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Yes. The same structure works as an internal desk for IT, HR or facilities, and unit- and role-level permissions decide which team sees which requests.