Service Level Agreement
Meeting Service Level Agreements every time is the goal of any organization. Get the important things should have these words in it done initial with prioritized queues. Obtain alerts on expiring SLAs, System manpower based on historical reports & finally stand taller in meeting provider level agreement.
Define SLA for various product and services in a different way both for response moment and resolution time. Set up guidelines for when every ticket has to be replied to and solved thus agents are clear concerning the deadline. Reminder & alerts on SLA expiring to agents and their managers. SLA information helps in assessing helpdesk broker?s numbers in each staff.
Focus on what you need
HR365 helpdesk offers various ticket views to help you automatically organize your tickets based on priority, category, time, status, or groups. This helps your agents save moment deciding which ticket needs their attention first.
Provide internal and external assistance with your nee helpdesk. Employees and consumers can submit aid requests to your support group by way of a customer portal, via email, or through an embedded widget on your own site. Support agents can then work on these requests, tracked as concerns in a queue. Groups like yours can offer support across IT, HR, legal, 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 suggestions are as smooth as possible.
You can automate the daily tasks such as for example rules, auto distribution of tickets, establishing priorities, following through to tickets which are prepared to close along with other operational tasks thats help you 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 raise ticket from their portal is not a complete self-service. Allow them to check status of their open ticket, check previous tickets and alert them when agent take action on the tickets. Also help them in finding solutions more quickly with knowledgebase of similar problems & resolution provided earlier. In addition, it helps in minimizing the ticket volume level 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 level, Workplace 365 uses the defence-in-depth method of provide physical, logical, and files layers of security benefits and operational guidelines. Easy account operations by enabling SSO to utilize your authentication of Office365, Active Directory & Microsoft makes up about clients.
Since HR365 helpdesk uses Office 365?s entire framework including authentication hence all the mentioned securities pertains to HR365 helpdesk.
Productivity & customer knowledge enhancer reports track team functionality, customer satisfaction and identify minimal hanging fruits to boost it no time. In reports you can see number of tickets, developed, resolved or reopened plus the helpdesk average response time, quality period and SLA metrics. Each metric could 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 best ways to gauge how your customers feel about your service and support. Here surveys can be sent as soon as ticket is closed & customer can offer inputs about their service experience.