IT Service Case Management App Pack
About the App Pack
This article provides information and setup instructions for the IT Service App Pack published on the Podio App market. The App Pack is a fully-functional and extensible system for providing employees and IT the ability track case requests and service levels. It includes the Podio Workflow Automation (PWA) flows that a company’s email system to automate communications between IT and employees
Installing the App Pack and Flows
This App Pack requires Podio Premium with Podio Workflow Automation (formerly known as “Globiflow”). After installing the App Pack from the App Market, you will need to refresh within your PWA console. Note that you must refresh PWA after installing the App Pack, and before making any modifications to any app in the pack. If you make any changes to apps before refreshing in PWA, the flows for that app will not install.
If you have installed this pack into a workspace that is within a Podio organization on Podio Free, Podio Basic, or Podio Plus, you must upgrade your Podio organization to Podio Premium first, and then reinstall the app pack.
Cases App
Cases is the main app, where submissions come in from a webform and are managed through completion by IT staff. The app includes email integration so that conversation history with employees is managed within each Cases app item. When a Case Status changes, submitters are automatically notified, and when a case is closed an NPS feedback survey link is emailed. For more information on how the app works, please review the video below:
(VIDEO)
Employees App
The Employees App is the database of employees submitting cases, and IT employees who work on them. A list of existing employees can be imported into this app using Excel, Zapier, or other systems. Employee app items can also be created manually. The app includes automations that notify if a duplicate item (based on the email address) has entered.
App/Systems App
The Apps/Systems app contains the list of systems supported by IT. When submitters fill out a case form, they can pick from a list of Apps & Systems. IT employees can be assigned within their Employee app item to specific systems. When an IT employee is assigned to a specific system, they are automatically assigned to cases associated with that system or app.
Case NPS App
Case NPS provides a feedback mechanism from submitters to IT. When a case is closed, an email with a link to a short NPS survey form is sent automatically to the submitter. This form link includes a hidden field that includes the Podio item ID so that the specific feedback is associated with the specific Case.
Note: the webform link for your installed Case NPS app will need to be updated in the Cases flow “2-3 Email When Case Status Changes.” The video below describes how to update the system for your installation of the app pack.
(VIDEO)