What’s really slowing your help desk down?
Every help desk has its own flavour of complexity. But the most common problems show up again and again:
- High ticket volumes that overwhelm manual processes
- Disconnected systems that make it hard to see the full picture
- SLA breaches caused by delayed responses or unbalanced workloads
- Support teams flying blind without access to real-time performance data
- No consistent way to prioritise the most urgent or high-value tickets
And while support tools exist to fix this, many are expensive, hard to customise, or require yet another integration layer. That’s why going native in Salesforce makes sense – if the system is smart enough to actually solve these problems.
How Case Orchestrator fixes it – all inside Salesforce
Case Orchestrator turns Salesforce into a streamlined help desk without the overhead. It captures, classifies, and routes tickets automatically, using smart logic and real-time triggers. That means faster response times, fewer missed SLAs, and a better experience for everyone involved.
Here’s how it works:
Automated triage
When a case or support request hits your system – via email, form, or API – Case Orchestrator enriches the record with all available data, applies your categorisation rules, and gets it ready for routing. No more manual case prep.
Intelligent assignment
Using criteria like product, severity, skills or even tenure, the app assigns each case to the best available agent. Assignment logic is fully customisable and adapts in real time – so if someone is unavailable, the system reroutes instantly.
Real-time SLA management
Case Orchestrator starts the SLA clock automatically and monitors for violations. If a case is approaching breach, escalation rules and reminders kick in. Managers get notified before it becomes a problem.
Built-in response templates
Agents can use pre-configured templates to respond faster, with personalisation fields pulling data from the case, contact or account. That keeps tone consistent and cuts typing time.
AI-powered automations
From auto-close actions to queue reassignment and dynamic messaging, you can set up workflows that handle repetitive tasks without writing code. The goal is fewer clicks, fewer delays and less admin.
Advanced analytics
Track resolution times, backlog trends, agent performance and SLA compliance – all in Salesforce. Use dashboards to spot bottlenecks, monitor service quality and adjust workloads in real time.
What you get
- Fast, automated triage and routing for every support request
- Real-time SLA monitoring with escalations and alerts
- Dynamic case assignment based on skills, load or severity
- Customisable response templates to improve speed and tone
- Built-in analytics to track performance and identify trends
- A fully native Salesforce solution – no external integrations required
Success Story – Sage Software
”Eliminated the need for headcount to manually triage and assign cases. Advanced logic easily setup to distribute cases based on skills, tenure, product matching, and severity, with multiple levels of quotas to meet any scenario a large and growing organization experiences. Plus we can adjust in real-time. Powerful new dynamic actions + messaging via case comments, email, Teams, or Slack enable us to have reminder rules running to not only assign & reassign, but also add messaging for the new owner without having to manage Salesforce email templates. The Ortoo support team has been wonderful to work with these past few years.”
Anthony Johnson – Support Operations, Sage
Getting started – simple setup, no extra platforms
Integration
Case Orchestrator is 100% native to Salesforce. That means no external tools, no sync delays and no added complexity. Setup is fast and secure.
Customisation
Configure your routing logic, SLA timers and templates to fit your business. Use standard or custom objects. Whatever your team works with, Case Orchestrator fits around it.
Training
Ortoo offers training and onboarding support to help teams adopt new processes quickly. Most teams are fully up and running within days.
Ongoing support
The app evolves with your needs – from new workflows to custom rules or dashboard tweaks. Ortoo’s support team is available when you need help.
