Case management for support and service teams
Iatros
Every request becomes a case with a thread, an owner, a priority and two clocks: one for the first response and one for the resolution. Requesters open, follow, reopen and rate their own cases. Agents work a shared queue with tags, macros and search, and email in and out threads into the same case.
Service desks, customer support, student and staff help desks, and any team that answers requests against a response promise.
What it does
- Runs its case lifecycle on the same workflow engine as the other lines.
- Two clocks per case, first response and resolution, aware of business hours, with an early warning before either is missed.
- A requester-facing view and an agent-facing queue over the same case, so both sides see the same thread.
- Assist proposes triage, a summary, similar cases and a draft reply. The agent decides.
Portfolio
Processes Iatros already runs. Each one is a published definition on the same engine.
- Support request with a response promise
- Priority suggested by the requester, confirmed by the agent
- Email that lands in the case and threads back out
- Waiting on the requester, with the clock paused
- Reopen within a window, on a fresh clock
- Satisfaction rating when the case closes
How it fits the engine
Iatros shows the engine handling volume: many small cases, each with its own clocks and thread, instead of a few large records.
The other lines
- Praxis
Change management for regulated operators
- Workflow Designer
The library, for teams building their own governed applications
- Aegis
Health and safety, as an application on the engine
If it has a form, steps, a decider and a clock, it fits.
Proposed by the system, decided by people. Bring the form and the approval chain you have today; we will show it running.