Managed IT support and service delivery in one traceable flow.
An IT services firm's work is scattered across inboxes, chat groups, spreadsheets and the memory of whoever was on-site last. A ticket arrives, gets handled, and disappears — with no written record of what was done, how long it took, or whether the agreed response time was met. Tenderely BPM gives every support request, change job and maintenance visit a structured record that moves through a defined flow, so nothing depends on someone remembering.
What does an IT services firm repeat every week?
01
Logging support tickets
A customer calls, e-mails or messages to report a problem. If the ticket is not captured in a structured record immediately, it competes for attention with everything else in an inbox.
02
Prioritising and assigning
Critical outage, slow printer, forgotten password — not all tickets are equal. Routing the wrong priority to the wrong person wastes time and breaks SLA promises.
03
Tracking customer assets
Servers, workstations, switches, software licences and their warranty or renewal dates need to be on record for every customer, so work is never done blind.
04
Change and installation jobs
A planned migration, a new user setup or a firewall change needs scheduling, sign-off and a record of what was done and by whom.
05
Periodic maintenance and backup checks
Monthly or quarterly visits, patch cycles and backup verifications must be tracked so nothing slips and customers can see they were carried out.
06
Time recording and service billing
The hours spent per customer per month feed directly into what gets invoiced. If time is not recorded as work happens, it is reconstructed later — badly.
Where does this break down today?
Tickets live in inboxes and chat
A problem reported by e-mail, another by phone, a third on WhatsApp — none of them are findable later. The resolution note, if it exists at all, is buried in a reply thread.
SLA compliance is invisible
You agreed to respond within four hours and resolve within a day. Whether you actually hit those numbers on every ticket is only known if somebody goes back and counts.
Asset records fall out of date
The spreadsheet that tracks customer hardware was accurate when it was written. Since then servers were replaced, licences renewed and nobody updated the file.
Billable hours are reconstructed
At month-end an engineer tries to recall what they did for which customer. What is forgotten is not invoiced, and what is invoiced without a record cannot be defended.
What changes with Tenderely BPM
01
Every ticket is a structured record
Customer, affected system, priority, description and the full activity history live in one place. The ticket does not close until all required steps are completed.
02
SLA timers enforce themselves
Assign a response or resolution deadline to a priority level and the platform warns when the clock is running out. SLA breaches become visible before they happen, not after a customer complains.
03
Customers submit tickets from outside
A public form published as a link or embedded on your portal lets customers open tickets themselves without needing an account. The request lands directly on the right queue.
04
Change jobs go through a defined approval
Conditional and parallel approval steps are configured without code. A planned change is reviewed, approved and executed in a documented sequence — the sign-off is a by-product of the flow.
05
Asset and maintenance records stay current
With Tenderely BPM, each customer's assets and scheduled maintenance visits are part of the same system as the work, so records are updated as a side effect of doing the job.
06
Billable time is captured as work happens
Time logged against each ticket or job is available for reporting the moment it is entered. Month-end billing becomes a report run, not a reconstruction exercise.
FAQ
Can we set different SLA rules for different customers or priority levels?
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Yes. You can configure SLA deadlines at the level of priority, customer type or any other field on the ticket. The platform warns the responsible person and their manager when a deadline is approaching, and the breach is recorded in the audit history if it is missed.
Can customers see the status of their own tickets without seeing other customers' data?
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Yes. Role- and unit-based permissions mean a customer linked as an external user sees only their own open and closed tickets, nothing else. Field-level permissions let you hide internal notes from customer-facing views.
Can we handle both reactive tickets and planned maintenance in the same system?
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Yes. Reactive support requests and scheduled maintenance visits are both structured records that move through flows. They can share asset and customer data while following different approval and notification paths.
How does time recording connect to billing?
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Time entries logged against tickets and jobs are structured data, so they feed directly into dashboard summaries and reports by customer and period. You can export or report on them without manual aggregation at month-end.
Is there a ready-made setup for IT support firms?
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Yes. The IT Services and Support package opens with forms, workflows and a dashboard already configured for ticket management, asset tracking and time recording. You adjust the details to match your own processes and publish — it is a starting point, not a constraint.