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Workflows

Design, visualize, and automate ITSM processes for your customers with powerful, intelligent workflows.
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What are workflows?

Workflows establish a standardized, auditable, and scalable path for ticket lifecycle management, from creation to closure. These workflows precisely define ticket statuses, govern transition logic based on predefined conditions, and automate key actions to ensure consistency, compliance, and operational efficiency. By replacing ad hoc, inconsistent handling with a repeatable, traceable process.

Why are workflows important in a PSA tool?

When managing multiple customers, inconsistent processes—such as different ticket handling, missed approvals, or uneven service responses—can damage customer trust and expose the business to reputational and operational risks. Clear, standardized workflows ensure every client receives the same high-quality experience. By defining and enforcing consistent procedures, MSPs reduce errors, improve service predictability, and build stronger, more reliable client relationships.

Workflows in ServiceDesk Plus MSP.

Build highly programmable, multi-path workflows on a no-code canvas and automate a variety of actions, including approvals, sending notifications, and executing custom functions. Maintain fine-grained control to guide technicians through seamless process execution. Embed single-touch workflows to orchestrate processes across enterprise systems effortlessly.

Standardize service delivery across all your client accounts with AI-powered workflows

  • Transform ideas into workflows within seconds with AI-powered Workflow Assist.
  • Design workflows visually on a drag-and-drop canvas, so your service processes are easy to build, review, and update without technical overhead.
  • Control who can move a ticket forward and under what conditions, ensuring sensitive transitions like approvals and closures are never mishandled.
  • Enforce mandatory checkpoints—like fields, task completion, checklists, and more—at each stage, so tickets can't progress until every requirement is met.
  • Embed approval flows directly into service request workflows, with flexible approver configurations and automated notifications to keep the right people in the loop.
  • Route tickets automatically based on their attributes using conditional branching, so every request follows the right path without manual intervention.
  • Trigger automated actions—like notifications, field updates, tasks, or third-party integrations—at any workflow stage, reducing manual follow-up across your team.
Visual workflow editor in ServiceDesk Plus MSP

Visual workflow editor in ServiceDesk Plus MSP

Workflow Assist powered by Ask Zia in ServiceDesk Plus MSP

Workflow Assist powered by Ask Zia

 

 

Note: The workflow editor and Workflow Assist shown in the above screenshots are only available in the Cloud version of ServiceDesk Plus MSP.