9 Tips That Will CAUSE YOU TO Guru In Microsoft Help Desk Software
Service Level Agreement
Meeting Service Level Agreements each time may be the goal of any organization. Get the important things Microsoft help desk software done first with prioritized queues. Get alerts on expiring SLAs, Program manpower predicated on historical reports & ultimately stand taller in meeting service level agreement.
Define SLA for various product and services differently both for response time and resolution time. Setup guidelines for when every ticket must be replied to and solved so agents are clear concerning the deadline. Reminder & alerts on SLA expiring to brokers and their managers. SLA studies helps in assessing helpdesk broker?s numbers in each team.
Focus on the thing you need
HR365 helpdesk offers several ticket views to help you automatically organize your tickets based on priority, category, time, standing, or groups. This can help your agents save period deciding which ticket wants their attention first.
Provide internal and external help together with your nee helpdesk. Employees and customers can submit help requests to your support group through a customer portal, via e mail, or through an embedded widget on your own site. Support agents can then focus on these requests, tracked as issues in a queue. Teams like yours can provide support across IT, HR, lawful, finance and more.
With HR365 streamline your helpdesk with rules 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 rules, vehicle distribution of tickets, setting up priorities, following up on tickets which are ready to close along with other operational tasks thats assist you to run your support. In this manner, your team can properly utilize their productive time far better and make an ideal 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 earlier tickets and alert them as soon as agent take action on the tickets. Also help them to find solutions more quickly with knowledgebase of similar issues & resolution provided earlier. It also 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 email ids. At the service levels, Office 365 uses the defence-in-depth approach to provide physical, logical, and files layers of security characteristics and operational best practices. Easy account operations by enabling SSO to utilize your authentication of Office365, Active Directory & Microsoft accounts for clients.
Since HR365 helpdesk utilizes Office 365?s total framework including authentication hence all of the mentioned securities pertains to HR365 helpdesk.
Productivity & customer knowledge enhancer reports track team functionality, customer satisfaction and identify low hanging fruits to boost it no time. In reports you can view number of tickets, created, resolved or reopened as well as the helpdesk average response time, image resolution period and SLA metrics. Each metric could be further analysed predicated on various ticket properties like supply, type, priority, status, and amount of responses.
Customer satisfaction (CSAT) rating remains one of the better ways to gauge how your visitors feel about your service and support. Right here surveys can be sent the moment ticket is closed & customer can offer inputs about their service experience.