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The Ultimate IT Support Ticketing System: Transform Your Support Function, with Case Orchestrator

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IT Support teams face fresh and escalating challenges in a post-AI world. Balancing high ticket volumes, diverse technical issues, and the pressure to maintain superior service quality, IT support is at the forefront of business operations. This use case delves into how Case Orchestrator, the Salesforce-native app, can revolutionize the IT support function, transforming it into a high-performing, hyper-efficient service team.

Identifying IT Support Pain Points:

  • High Volume of IT Support Tickets: Managing a large number of support requests each day, efficiently and effectively.
  • Uneven Distribution of Workloads: Some agents being overwhelmed while others are underutilized, impacting overall team productivity and morale.
  • Complex Issue Resolution: Addressing a range of technical issues with varying degrees of difficulty. Having to manually triage all the tickets or cases
  • Tracking and Adhering to SLAs (Service Level Agreements): Ensuring that all tickets are resolved within the agreed-upon timeframes is crucial.
  • Scalability Concerns: As the organization grows, the IT support team must scale effectively. This can be a challenge if the current processes and tools are not designed for scalability.

Understanding the Causes of IT Support Inefficiencies:

  • Inefficient Ticket Management: Difficulty in prioritizing and effectively managing tickets.
  • Lack of Integrated Communication: Disjointed communication channels leading to delays and miscommunication.
  • Inadequate Data Utilization: Not fully leveraging historical data and analytics for better service.
  • Reactive Support Model: Focusing on resolving issues as they arise, rather than preventing them.
  • Inconsistent Knowledge Sharing: Insufficient collaboration and knowledge sharing within the team.

The Solution: The Ultimate IT Support Ticketing System

Case Orchestrator is the ultimate IT Support ticketing system. It is 100% native to Salesforce, and is available on a free 30-day trial from the AppExchange. Features include:

  • AI-Driven Automated Triage: Automatically analyze, enrich and triage new tickets. Instantly categorize and prioritize them.
  • Advanced Ticket Routing: Utilizing AI to intelligently assign tickets based on agent expertise and availability.
  • Seamless Communication Integration: Creating a unified platform for internal communication, facilitating quicker resolution through collaborative efforts.
  • Proactive Issue Detection: Implementing a system for early detection and prevention of potential IT issues.
  • Data-Driven Insights: Leveraging Salesforce data to provide comprehensive case histories and predictive analytics.
  • Enhanced Collaboration Tools: Facilitating better teamwork and knowledge sharing among IT support staff.

Measuring Success: Expected Outcomes:

  • Faster Resolution Times: Quicker turnaround on IT support tickets.
  • Improved Agent Efficiency: More balanced workloads leading to higher productivity and satisfaction.
  • Heightened User Satisfaction: Better user experience through efficient and effective IT support.
  • Enhanced SLA Compliance: Meeting service level agreements more consistently.
  • Operational Efficiency: Streamlining IT support processes for greater overall efficiency.

Success Story – Sage Software

“Great solution with great support! Eliminated the need for headcount to manually triage 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. 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”

Anthony Johnson – Head of Global Support, Sage

Deployment of Case Orchestrator:

  1. Integration with Salesforce: Seamless integration to enhance existing IT support workflows (from the AppExchange).
  2. Custom Configuration: Tailoring Case Orchestrator to meet the specific needs of the IT support team.
  3. Comprehensive Training: Ensuring IT staff are fully equipped to leverage the new system.
  4. Ongoing Support and Optimization: Continuous improvement and support for the IT support team.


Embracing Case Orchestrator requires a mindset change with regard to managing IT support. This innovative solution not only tackles current challenges but also sets a foundation for a proactive, efficient, and user-centric IT support future, keeping pace with technological advancements and evolving business needs.
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