Service Level Agreement
Meeting Service Level Agreements each and every time is the goal of any organization. Obtain the important things done 1st with prioritized queues. Receive alerts on expiring SLAs, Plan SharePoint ticketing system demo manpower predicated on historical reports & ultimately stand taller in meeting provider level agreement.
Define SLA for various product or service and services differently both for response time and resolution time. Set up guidelines for when every ticket should be replied to and solved so agents are clear concerning the deadline. Reminder & alerts on SLA expiring to brokers and their managers. SLA studies helps in assessing helpdesk real estate agent?s numbers in each group.
Focus on what you need
HR365 helpdesk offers unique ticket views that will help you automatically organize your tickets predicated on priority, category, time, reputation, or groups. This can help your agents save time deciding which ticket needs their attention first.
Provide internal and external help together with your nee helpdesk. Employees and buyers can submit help requests to your support staff through a customer portal, via e-mail, or via an embedded widget on your own site. Support agents may then work on these requests, tracked as problems in a queue. Teams like yours can provide support across IT, HR, legitimate, finance and more.
With HR365 streamline your helpdesk with guidelines and automation that works night and day, to ensure that your support process and guidelines are as smooth as you possibly can.
It is possible to automate the daily tasks such as rules, auto distribution of tickets, setting priorities, following through to tickets which will be ready to close and other operational tasks thats help you run your support. In this manner, your team can efficiently utilize their productive time much better and make an ideal support experience for the esteemed customers.
Allowing customer to improve ticket from their portal isn’t a complete self-service. Allow them to check status of their open ticket, check past tickets and alert them the moment agent take action on the tickets. Also help them in finding solutions quicker with knowledgebase of similar concerns & resolution provided earlier. It also helps in reducing the ticket volume your helpdesk receives.
Security, Identity & Access Management
Whitelisting & blacklisting of domains, while opening ticket to avoid spams and harassments. Secure and exceptional access for agents to work with predefined domains and e mail ids. At the service levels, Office 365 uses the defence-in-depth approach to provide physical, logical, and information layers of security capabilities and operational best practices. Easy account administration by enabling SSO to work with your authentication of Office365, Active Directory & Microsoft accounts for clients.
Since HR365 helpdesk makes use of Office 365?s full framework including authentication hence all the mentioned securities pertains to HR365 helpdesk.
Productivity & customer expertise enhancer reports track team performance, customer satisfaction and identify minimal hanging fruits to boost it virtually no time. In reports you can observe number of tickets, made, resolved or reopened plus the helpdesk average response time, quality time and SLA metrics. Each metric can be further analysed based on various ticket properties like origin, type, priority, status, and amount of responses.
Client satisfaction (CSAT) rating remains one of the best ways to gauge how your visitors experience your service and support. Right here surveys can be sent the moment ticket is closed & customer can offer inputs about their service experience.
Service Level Agreement