Service Level Agreement
Meeting Service Level Agreements every time is the goal of any organization. Get the important free Sharepoint helpdesk things done first of all with prioritized queues. Receive alerts on expiring SLAs, Plan manpower predicated on historical reports & lastly stand taller in meeting support level agreement.
Define SLA for various product or service and services differently both for response moment and resolution time. Setup regulations for when every ticket has to be replied to and solved therefore 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 staff.
Focus on the thing you need
HR365 helpdesk offers various ticket views that will help you automatically organize your tickets predicated on priority, category, time, condition, or groups. This can help your agents save moment deciding which ticket must have their attention first.
Provide internal and external assistance together with your nee helpdesk. Employees and buyers can submit help requests to your support group by way of a customer portal, via email, or through an embedded widget on your site. Support agents can then focus on these requests, tracked as issues in a queue. Groups like yours can offer support across IT, HR, lawful, finance and more.
With HR365 streamline your helpdesk with regulations and automation that works around the clock, to be sure that your support process and recommendations are as smooth as you possibly can.
You can automate the daily tasks such as rules, automobile distribution of tickets, placing priorities, following through to tickets which will be ready to close along with other operational tasks thats assist you to 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 is not a complete self-service. Allow them to check status of their open ticket, check prior tickets and alert them as soon as agent take action on their tickets. Also help them to find solutions quicker with knowledgebase of similar concerns & resolution provided earlier. In addition, it 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 distinctive access for agents to utilize predefined domains and email ids. At the service stage, Office 365 uses the defence-in-depth method of provide physical, logical, and information layers of security attributes and operational guidelines. Easy account management by enabling SSO to work with your authentication of Office365, Active Directory & Microsoft accounts for clients.
Since HR365 helpdesk uses Office 365?s total framework including authentication hence all the mentioned securities applies to HR365 helpdesk.
Productivity & customer knowledge enhancer reports track team efficiency, customer satisfaction and identify reduced hanging fruits to boost it no time. In reports you can view number of tickets, made, resolved or reopened along with the helpdesk average response time, image resolution period and SLA metrics. Each metric can be further analysed predicated on various ticket properties like origin, type, priority, status, and amount of responses.
Customer satisfaction (CSAT) rating remains one of the best ways to gauge how your visitors experience your service and support. Here surveys can be sent the moment ticket is closed & customer can provide inputs about their service experience.
Service Level Agreement