Service Level Agreement
Meeting Service Level Agreements each time is the goal of any organization. Get the important things done first with prioritized queues. Get alerts on expiring SLAs, Strategy manpower based on historical reports & finally stand taller in meeting services level Microsoft helpdesk agreement.
Define SLA for various product or service and services in a different way both for response time and resolution time. Set up guidelines for when every ticket has to be replied to and solved consequently agents are clear concerning the deadline. Reminder & alerts on SLA expiring to brokers and their managers. SLA reports helps in assessing helpdesk agent?s numbers in each group.
Focus on what you need
HR365 helpdesk offers diverse ticket views that will help you automatically organize your tickets predicated on priority, category, time, position, or groups. This helps your agents save moment deciding which ticket desires their attention first.
Provide internal and external help together with your nee helpdesk. Employees and consumers can submit support requests to your support staff through a customer portal, via e-mail, or through an embedded widget on your own site. Support agents may then work on these requests, tracked as problems in a queue. Groups like yours can provide support across IT, HR, legal, finance and more.
With HR365 streamline your helpdesk with rules and automation that works around the clock, to ensure that your support process and recommendations are as smooth as possible.
You can automate the daily tasks such as rules, vehicle distribution of tickets, establishing priorities, following through to tickets which will be ready to close and other operational tasks thats assist you to run your support. In this manner, your team can efficiently utilize their productive time far better and make the perfect support experience for your esteemed customers.
Allowing customer to raise ticket from their portal isn’t a complete self-service. Allow them to check status of these open ticket, check prior tickets and alert them when agent take action on the tickets. Also help them to find solutions faster with knowledgebase of similar problems & resolution provided earlier. In addition, it helps in minimizing the ticket volume your helpdesk receives.
Security, Identity & Access Management
Whitelisting & blacklisting of domains, while opening ticket to avoid spams and harassments. Secure and unique access for agents to work with predefined domains and e mail ids. At the service degree, Workplace 365 uses the defence-in-depth method of provide physical, logical, and information layers of security benefits and operational guidelines. Easy account supervision by enabling SSO to utilize your authentication of Office365, Active Directory & Microsoft accounts for clients.
Since HR365 helpdesk utilizes Office 365?s full framework including authentication hence all of the mentioned securities pertains to HR365 helpdesk.
Productivity & customer feel enhancer reports track team functionality, customer satisfaction and identify very low hanging fruits to boost it virtually no time. In reports you can observe number of tickets, created, resolved or reopened and also the helpdesk average response time, quality moment and SLA metrics. Each metric could be further analysed predicated on various ticket properties like source, type, priority, status, and number 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 as soon as ticket is closed & customer can provide inputs about their service experience.
Service Level Agreement