Service Level Agreement
Meeting Service Level Agreements each time may be the goal of any organization. Get the important things done first of all with prioritized queues. Obtain alerts on expiring SLAs, Program manpower based on historical reports & eventually stand taller in meeting assistance level agreement.
Define SLA for various product or service and services in a different way both for response period and resolution time. Set up rules for when every ticket has to be replied to and solved consequently agents are clear about the deadline. Reminder & alerts on SLA expiring to agents and their managers. SLA information helps in assessing helpdesk agent?s numbers in each crew.
Focus on what you need
HR365 helpdesk offers various ticket views to assist 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 support together with your nee helpdesk. Employees and clients can submit support 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 may then work on these requests, tracked as issues in a queue. Groups like yours can offer support across IT, HR, legal, finance and more.
With HR365 streamline your helpdesk with regulations and automation that works around the clock, to make sure that your support process and suggestions are as smooth as you possibly can.
You can automate the daily tasks such as for example rules, vehicle distribution of tickets, setting priorities, following up on tickets which will be ready to close and other operational tasks thats help you run your support. This way, your team can successfully utilize their productive time much better and make the perfect support experience for your esteemed customers.
Allowing customer to raise ticket from their portal is not a complete self-service. Allow them to check status of these open ticket, check past tickets and alert them as soon as agent take action on the tickets. Also help them in finding solutions more rapidly with knowledgebase of similar problems & resolution provided earlier. In addition, it helps in reducing the ticket quantity your helpdesk receives.
Security, Identity & Access Management
Whitelisting & blacklisting of domains, while opening ticket in order to avoid spams and harassments. Secure and unique 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 characteristics and operational guidelines. Easy account supervision by enabling SSO to utilize your authentication of Office365, Active Directory & Microsoft makes up about clients.
Since HR365 helpdesk utilizes Office 365?s finished framework including authentication hence all the mentioned securities pertains to HR365 helpdesk.
Productivity & customer encounter enhancer reports track team effectiveness, customer satisfaction and identify minimal hanging fruits to improve it virtually no time. In reports you can see number of tickets, produced, resolved or reopened as well as the helpdesk average response time, resolution period and SLA metrics. Each metric can be further analysed predicated on various ticket properties like resource, type, priority, status, and number of responses.
Customer satisfaction (CSAT) rating remains one of the best ways to gauge how your customers experience your service and support. Below surveys can be sent the moment ticket is closed & customer can provide inputs about their service experience.
Service Level Agreement