9 WHAT TO Demystify Microsoft Help Desk Software
Service Level Agreement
Meeting Service Level Agreements each time may be the goal of any organization. Obtain the Sharepoint helpdesk template important things done very first with prioritized queues. Acquire alerts on expiring SLAs, Approach manpower based on historical reports & finally stand taller in meeting service level agreement.
Define SLA for various product and services differently both for response moment and resolution time. Create guidelines for when every ticket should be replied to and solved therefore agents are clear about the deadline. Reminder & alerts on SLA expiring to agents and their managers. SLA reports helps in assessing helpdesk real estate agent?s numbers in each workforce.
Focus on the thing you need
HR365 helpdesk offers diverse ticket views to assist you automatically organize your tickets based on priority, category, time, status, or groups. This helps your agents save period deciding which ticket must have their attention first.
Provide internal and external support together with your nee helpdesk. Employees and clients can submit aid requests to your support group through a customer portal, via email, or via an embedded widget on your own site. Support agents can then focus on these requests, tracked as problems in a queue. Clubs like yours can offer support across IT, HR, legitimate, finance and more.
With HR365 streamline your helpdesk with guidelines and automation that works around the clock, to make certain that your support process and guidelines are as smooth as you possibly can.
You can automate the daily tasks such as rules, automobile distribution of tickets, establishing priorities, following up on tickets which will be ready to close along with 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 your esteemed customers.
Allowing customer to raise ticket from their portal isn’t a complete self-service. Allow them to check status of their open ticket, check prior tickets and alert them as soon as agent take action on the tickets. Also help them to find solutions more rapidly with knowledgebase of similar issues & resolution provided earlier. In addition, it helps in minimizing the ticket quantity your helpdesk receives.
Security, Identity & Access Management
Whitelisting & blacklisting of domains, while opening ticket to avoid spams and harassments. Secure and exceptional access for agents to work with predefined domains and e mail ids. At the service stage, Office 365 uses the defence-in-depth method of provide physical, logical, and files layers of security attributes and operational best practices. Easy account supervision by enabling SSO to work with your authentication of Office365, Active Directory & Microsoft accounts for clients.
Since HR365 helpdesk makes use of Office 365?s comprehensive framework including authentication hence all the mentioned securities pertains to HR365 helpdesk.
Productivity & customer expertise enhancer reports track team efficiency, customer satisfaction and identify very low hanging fruits to improve it virtually no time. In reports you can view number of tickets, designed, resolved or reopened plus the helpdesk average response time, resolution moment and SLA metrics. Each metric can be further analysed predicated on various ticket properties like origin, type, priority, status, and amount of responses.
Client satisfaction (CSAT) rating remains one of the better ways to gauge how your visitors feel about your service and support. Below surveys can be sent when ticket is closed & customer can provide inputs about their service experience.