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Frequently asked questions

How do I create a report for tickets?

You generate a report for a ticket by completing the generated report form.

How do I create a report for workflows?

You generate a report for a workflow by choosing the relevant queue for that workflow and completing the generated report form.

Can the users have access to other user’s tickets?

A user can see the tickets of other users if given the rights/privileges to see the tickets.

How do I know when to create a resource user?

A resource user is a user that is responsible for treating tasks.

What is the difference between a standard user and a resource user?

A standard user is a user that manages day-to-day tasks, e.g Team leads, Managers, Head of department. While a resource is a user that wholly works on tasks assigned.

When do I create an external form?

An external form is created for external request for example an application form on a website.

When do I create an internal form?

An internal form is created for internal request for example a task to be completed for internal use only.

Why do I need a form for workflow?

The form tool enables you to collect information from internal or external users.

Can I create a workflow for every process?

Yes you can.

How do I create a workflow?

You create your workflow by doing the following: 1. Define your business process i.e Create Queue and Queue type 2. Customize your workflow form 3. Add escalations 4. Add approvals

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