Service Level Agreement
Meeting Service Level Agreements every time may be the goal of any organization. Obtain the important things done very first with prioritized queues. Find alerts on expiring office 365 ticketing system 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 moment and resolution time. Setup regulations for when every ticket must be replied to and solved thus agents are clear about the deadline. Reminder & alerts on SLA expiring to agents and their managers. SLA studies helps in assessing helpdesk realtor?s numbers in each workforce.
Focus on what you need
HR365 helpdesk offers several ticket views to help you automatically organize your tickets predicated on priority, category, time, status, or groups. This can help your agents save time deciding which ticket must have their attention first.
Provide internal and external support with your nee helpdesk. Employees and customers can submit help requests to your support workforce by way of a customer portal, via email, or through an embedded widget on your own site. Support agents may 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 regulations and automation that works around the clock, to make certain that your support process and suggestions are as smooth as possible.
It is possible to automate the daily tasks such as rules, vehicle distribution of tickets, placing priorities, following up on tickets which will be ready to close and other operational tasks thats help you run your support. In this manner, your team can effectively utilize their productive time much better and make an ideal support experience for the 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 earlier 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 decreasing the ticket volume your helpdesk receives.
Security, Identity & Access Management
Whitelisting & blacklisting of domains, while opening ticket in order to avoid spams and harassments. Secure and exceptional access for agents to utilize predefined domains and e-mail ids. At the service degree, Business office 365 uses the defence-in-depth approach to provide physical, logical, and data 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 utilizes Office 365?s entire framework including authentication hence all the mentioned securities pertains to HR365 helpdesk.
Productivity & customer working experience enhancer reports track team effectiveness, customer satisfaction and identify minimal hanging fruits to improve it no time. In reports you can see number of tickets, produced, resolved or reopened plus the helpdesk average response time, quality time and SLA metrics. Each metric can be further analysed predicated on various ticket properties like origin, type, priority, status, and number of responses.
Customer satisfaction (CSAT) rating remains one of the better ways to gauge how your customers feel about your service and support. In this article surveys can be sent as soon as ticket is closed & customer can offer inputs about their service experience.