Service Level Agreement
Meeting Service Level Agreements every time is the goal of any organization. Obtain the important things done first with prioritized queues. Find alerts on expiring SLAs, Strategy manpower predicated on historical reports & lastly stand taller in meeting service level agreement.
Define SLA for various merchandise and services in SharePoint ticketing system different ways both for response moment and resolution time. Create rules for when every ticket must be replied to and solved thus agents are clear about 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 workforce.
Focus on the thing you need
HR365 helpdesk offers unique ticket views to help you automatically organize your tickets predicated on priority, category, time, reputation, or groups. This helps your agents save time deciding which ticket demands their attention first.
Provide internal and external help together with your nee helpdesk. Employees and clients can submit assist requests to your support crew by way of a customer portal, via e-mail, or through an embedded widget on your own site. Support agents can then focus on these requests, tracked as problems in a queue. Clubs like yours can provide support across IT, HR, legitimate, finance and more.
With HR365 streamline your helpdesk with rules and automation that works night and day, to make sure that your support process and rules are as smooth as possible.
It is possible to automate the daily tasks such as rules, auto distribution of tickets, placing priorities, following through to tickets which will be ready to close along with other operational tasks thats help you run your support. In this manner, your team can efficiently utilize their productive time much better and make the perfect support experience for the esteemed customers.
Allowing customer to improve ticket from their portal is not a complete self-service. Permit them to check status of these open ticket, check prior tickets and alert them as soon as agent take action on the tickets. Also help them in finding solutions faster with knowledgebase of similar concerns & resolution provided earlier. In addition, it helps in decreasing the ticket quantity 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 utilize predefined domains and e mail ids. At the service level, Business office 365 uses the defence-in-depth method of provide physical, logical, and files layers of security capabilities and operational best practices. Easy account administration by enabling SSO to utilize your authentication of Office365, Active Directory & Microsoft makes up about clients.
Since HR365 helpdesk utilizes Office 365?s total framework including authentication hence all of the mentioned securities applies to HR365 helpdesk.
Productivity & customer expertise enhancer reports track team functionality, customer satisfaction and identify low hanging fruits to improve it no time. In reports you can view number of tickets, designed, resolved or reopened plus the helpdesk average response time, quality period and SLA metrics. Each metric can be further analysed based on various ticket properties like origin, type, priority, status, and amount of responses.
Customer satisfaction (CSAT) rating remains one of the better ways to gauge how your visitors experience your service and support. Right here surveys can be sent when ticket is closed & customer can provide inputs about their service experience.
Service Level Agreement