Onflo Product Updates
Part 2 of this month's updates span IT asset management, service management, and phone-based support. IT technicians can now manage assets directly from a ticket and import six new asset record types into Onflo. Workflow automation gets more precise controls, agents can log IT tickets without leaving the portal, and call center staff can quickly identify and link callers from unrecognized numbers. District-facing portal administrators also have a new guest user dashboard option. Here's everything that's new.
Workflow Enhancements
Your district's automation just got more precise. Three new controls give IT administrators finer command over when workflows run, in what order, and when to stop — reducing unintended automation and making your workflow logic easier to manage at scale.
- Separate triggers for ticket creation and updates — New Ticket Created and Ticket Updated are now two distinct triggers, so your automation fires only when you intend it to.
- Stop after this workflow — Prevent additional workflows on the same trigger from running once a match is found, giving you precise control over automation chains.
- Workflow execution sequence — Asset and ticket workflows now live on separate pages with drag-and-drop ordering, so you can set the exact sequence in which they run.
Asset Management Within Ticket Items
Technicians can now manage a requester's assets directly from the ticket details page — without navigating to the Assets module. Check assets in, out, loaned, or swapped in a few clicks, with each action pre-filled from the ticket's context and automatically logged to the asset's timeline.
- Bulk Asset Lookup — Search or scan multiple Asset IDs or Serial Numbers to build an asset list, then filter, export, and perform bulk operations from a single view.
- Asset Operations from Ticket Details — Perform Check In, Check Out, Swap, and Loan actions directly from the ticket details page without switching modules.
Customer Portal — Guest User Dashboard
A new Guest User Dashboard option is now available in Customer Portal Settings, giving administrators more control over what guests see when they access the portal.
Data Import — Six New Record Types
Onflo's Import module now supports six additional record types, giving districts a consistent, guided way to bring core asset data into the system — no manual data entry required. Each follows the same standard import flow: import details, review and confirm, column mapping, file upload, and a dedicated import dashboard.
- Funding Source — Import funding source records through the standard guided flow.
- Supplier — Import supplier records with the same step-by-step process.
- Building — The existing flow now includes a new data-mapping step for more accurate record matching.
- Model — Import equipment and asset model records, including a data-mapping step.
- Manufacturer — Includes pause-and-resume, so large imports no longer need to be completed in one session.
- Asset Type — Also supports pause-and-resume for flexibility with large datasets.
Create IT Tickets Directly from the Agent Portal
IT agents and technicians no longer need to navigate to a separate path to log a new IT ticket. A new role-gated Create IT Ticket option in the compose menu launches a simple three-step flow:
- Recipient — Select the student or staff member the ticket is for. Students can be found via class search.
- Topic — Choose the issue topic, which automatically routes to the right IT team and surfaces the correct form.
- Details — Complete the ticket, with the option to set it up as a scheduled or recurring request.
The flow ends with a success confirmation, giving IT staff the same streamlined ticket-creation experience already available for other ticket types.
User Lookup for Incoming Calls
When a call comes in from an unrecognized number, agents can now search for and link the correct caller identity directly from the call — instead of leaving the caller unmatched. Search by name, ID, email, or phone number, confirm the match, and Onflo automatically connects that number for all future calls from the same line.
- Auto-suggest search — Find callers by name, ID, email, or phone number using SIS and customer profile data.
- Confirmation step — A quick confirm before linking ensures the right person is tied to the number, with no guesswork.
- Common numbers — For shared lines like a school office, agents can pick which specific caller is on the line each time. Each ticket keeps the correct customer even when multiple people share a number.
- Ongoing accuracy — Once linked, customer and ticket details populate automatically for future calls from that number.