Service Level Agreement
Meeting Service Level Agreements every time may be the goal of any organization. Obtain the important things Sharepoint helpdesk software done very first with prioritized queues. Have alerts on expiring SLAs, Program manpower based on historical reports & finally stand taller in meeting program level agreement.
Define SLA for various item and services in different ways both for response time and resolution time. Set up regulations for when every ticket needs to be replied to and solved hence agents are clear concerning the deadline. Reminder & alerts on SLA expiring to agents and their managers. SLA studies helps in assessing helpdesk realtor?s numbers in each group.
Focus on what you need
HR365 helpdesk offers diverse ticket views to assist you automatically organize your tickets based on priority, category, time, condition, or groups. This helps your agents save moment deciding which ticket needs their attention first.
Provide internal and external support with your nee helpdesk. Employees and clients can submit support requests to your support group through a customer portal, via e-mail, or via an embedded widget on your own site. Support agents can 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 make sure that your support process and suggestions are as smooth as possible.
You can automate the daily tasks such as for example rules, car distribution of tickets, establishing priorities, following up on tickets which are prepared to close along with other operational tasks thats help you run your support. This way, your team can properly utilize their productive time better and make the perfect support experience for the esteemed customers.
Allowing customer to raise ticket from their portal is not a complete self-service. Allow them to check status of these open ticket, check previous tickets and alert them the moment agent take action on their tickets. Also help them to find solutions more quickly with knowledgebase of similar issues & resolution provided earlier. In addition, it helps in reducing the ticket volume level your helpdesk receives.
Security, Identity & Access Management
Whitelisting & blacklisting of domains, while opening ticket to avoid spams and harassments. Secure and distinctive access for agents to work with predefined domains and email ids. At the service stage, Workplace 365 uses the defence-in-depth approach to provide physical, logical, and files layers of security functions and operational guidelines. Easy account supervision 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 total framework including authentication hence all of the mentioned securities pertains to HR365 helpdesk.
Productivity & customer encounter enhancer reports track team overall performance, customer satisfaction and identify very low hanging fruits to boost it no time. In reports you can view number of tickets, developed, resolved or reopened as well as the helpdesk average response time, image resolution 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 better ways to gauge how your visitors experience your service and support. Below surveys can be sent when ticket is closed & customer can provide inputs about their service experience.
Service Level Agreement