One intake hub for a 24/7 security operations center
A global scientific and analytical instruments company centralizes security request intake across its security operations center, capturing concerns, site self-inspections, guard support requests, and video footage requests through public-facing forms with linked site selection. Submissions route to the operations center and assignees automatically, with status tracking, overdue reminders, and mobile and web submission replacing scattered email threads.
The problem
Security requests arrived as scattered, email-driven submissions with manual data entry into case management systems and no shared visibility into status or workload. Individual notification emails from a separate case system created lost threads when multiple stakeholders needed the same update.
Tickets stayed open too long without follow-up, and site leaders and vendors had no consistent, mobile-friendly way to raise a concern or request guard support without going through an inbox.
What they built
The security operations center and global security team built public-facing forms for security concerns, site self-inspections, guard support requests, and video footage requests, each with linked site selection pulled from the master site list to reduce mis-entry.
Submissions route to the operations center and assignees through email automations, with a service ticket database tracking status and ownership. Timed 3-day and 7-day overdue reminders enforce closure discipline, and dashboards surface site activity and issue patterns across the footprint.
The outcome
Site leaders, vendors, and the operations center now work from a single threaded system instead of scattered inboxes, with mobile and web submission cutting the time it takes to raise a request.
Overdue reminders and measurable metrics on request volume and response times give the security team accountability and visibility it did not have before, and reduce the manual data entry that used to follow every submission.
Inside the solution
Security Operations Request and Incident Intake
Customer Success & Service Operations
- Multi-form intake for concerns, guard requests, video requests, and inspections
- Automated assignment and status tracking with 3-day and 7-day overdue reminders
- Email notifications to the operations center and assignees
- Linked site selection from a master list to reduce mis-entry
- Metrics dashboards for site activity and issue patterns
- Service ticket database with closure discipline
- Scattered email-driven requests
- Manual data entry into case management systems
- Lack of visibility into request status and workload
- Lost email threads from individual case-system notifications
- Tickets staying open too long without follow-up
- Significant time savings for requesters and responders
- Fewer emails and faster mobile and web submissions
- Single threaded routing for all stakeholders
- Measurable metrics on request volume and response times
- Improved awareness and engagement with the security team
- GSOC
- Global Security Operations
- Site Leaders
- Vendors
- Email notifications
Security Operations Request & Incident Intake
Take in security concerns, site self-inspections, guard support requests, and video footage requests through four public-facing forms that all feed one service ticket database, with linked site selection from a master site list, triage and assignment on a kanban board, and dashboards for request volume, response times, and recurring issue patterns. Automations route every new submission to the operations center, sweep 3-day and 7-day overdue tickets into a reminder digest, and log a closure review when a ticket resolves, while AI fields recommend triage, check footage requests for completeness, and draft the update to post back on the ticket thread.
From scattered email requests to one intake hub
Copy the templates
Link site selection
Automate routing and reminders
FAQ
Frequently asked questions
Four: security concerns, site self-inspections, guard support requests, and video footage requests. Each has its own public-facing form that feeds the same underlying service ticket database.
Structured forms with linked site selection, routed automatically to the operations center and assignees, so a request never depends on the right person seeing the right email.
Timed 3-day and 7-day overdue reminders fire automatically on open tickets, so requests do not sit unresolved the way they could when tracking depended on manual follow-up.
A separate case management system sent individual notification emails per stakeholder rather than a single thread, which fragmented the conversation. The new intake hub keeps every update tied to one ticket record instead.
Not for the intake and routing workflow itself. The account uses AI field agents elsewhere to validate formatting on sensitive footage requests, and this structured ticket data is exactly the input those checks depend on.