Service Level Agreement
Meeting Service Level Agreements each time may be the goal of any organization. Obtain the important things done first with prioritized queues. Find alerts on expiring SLAs, should have these words in it it Program manpower based on historical reports & ultimately stand taller in meeting services level agreement.
Define SLA for various item and services in different ways both for response period and resolution time. Set up regulations for when every ticket should be replied to and solved so agents are clear about the deadline. Reminder & alerts on SLA expiring to brokers and their managers. SLA studies helps in assessing helpdesk agent?s numbers in each crew.
Focus on the thing you need
HR365 helpdesk offers unique ticket views to assist you automatically organize your tickets predicated on priority, category, time, reputation, or groups. This can help your agents save period deciding which ticket wants their attention first.
Provide internal and external assistance 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 site. Support agents may then focus on these requests, tracked as problems in a queue. Clubs like yours can offer support across IT, HR, lawful, finance and more.
With HR365 streamline your helpdesk with guidelines and automation that works around the clock, to make sure that your support process and recommendations are as smooth as possible.
You can automate the daily tasks such as for example rules, vehicle distribution of tickets, establishing priorities, following through to tickets which are prepared to close and other operational tasks thats assist you to run your support. In this manner, your team can effectively utilize their productive time far 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 these open ticket, check previous tickets and alert them when agent take action on the tickets. Also help them in finding solutions faster with knowledgebase of similar problems & resolution provided earlier. In addition, it helps in decreasing the ticket quantity 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 level, Business office 365 uses the defence-in-depth approach to provide physical, logical, and information layers of security features and operational best practices. Easy account administration by enabling SSO to utilize your authentication of Office365, Active Directory & Microsoft accounts for clients.
Since HR365 helpdesk makes use of Office 365?s complete framework including authentication hence all of the mentioned securities applies to HR365 helpdesk.
Productivity & customer encounter enhancer reports track team overall performance, customer satisfaction and identify low hanging fruits to boost it virtually no time. In reports you can view number of tickets, developed, resolved or reopened along with the helpdesk average response time, quality period and SLA metrics. Each metric can 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 experience your service and support. Below surveys can be sent the moment ticket is closed & customer can offer inputs about their service experience.
Service Level Agreement