Service Level Agreement
Meeting Service Level Agreements every time may be the goal of any organization. Obtain the important things done first with prioritized queues. Get alerts on harePoint ticketing system expiring SLAs, Method manpower predicated on historical reports & ultimately stand taller in meeting support level agreement.
Define SLA for various item and services in a different way both for response period and resolution time. Setup regulations for when every ticket needs to be replied to and solved therefore agents are clear about the deadline. Reminder & alerts on SLA expiring to brokers and their managers. SLA reports helps in assessing helpdesk real estate agent?s numbers in each staff.
Focus on what you need
HR365 helpdesk offers diverse ticket views to assist you automatically organize your tickets predicated on priority, category, time, reputation, or groups. This helps your agents save period deciding which ticket needs their attention first.
Provide internal and external help together with your nee helpdesk. Employees and customers can submit aid requests to your support workforce 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 issues in a queue. Teams 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 be sure that your support process and guidelines are as smooth as possible.
You can automate the daily tasks such as rules, vehicle distribution of tickets, setting priorities, following up on tickets which will be ready to close and other operational tasks thats assist you to run your support. In this manner, your team can effectively utilize their productive time better and make an ideal support experience for your esteemed customers.
Allowing customer to raise ticket from their portal is not a complete self-service. Permit them to check status of these open ticket, check previous tickets and alert them as soon as 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 decreasing 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 work with predefined domains and e mail ids. At the service degree, Workplace 365 uses the defence-in-depth approach to provide physical, logical, and info layers of security benefits and operational guidelines. Easy account management by enabling SSO to utilize your authentication of Office365, Active Directory & Microsoft makes up about clients.
Since HR365 helpdesk makes use of Office 365?s finished framework including authentication hence all the mentioned securities pertains to HR365 helpdesk.
Productivity & customer feel enhancer reports track team overall performance, customer satisfaction and identify reduced hanging fruits to boost it virtually no time. In reports you can view number of tickets, made, resolved or reopened along with the helpdesk average response time, image resolution moment and SLA metrics. Each metric could be further analysed predicated on various ticket properties like supply, type, priority, status, and number of responses.
Client satisfaction (CSAT) rating remains one of the better ways to gauge how your customers feel about your service and support. Here surveys can be sent when ticket is closed & customer can offer inputs about their service experience.
Service Level Agreement