Free Helpdesk Ticket SLA Management
SLA Management
A Service Level Agreement (SLA) is a contract between a service provider and a business customer, setting service standards.
In Customer Support, SLAs define response times for inquiries related to support, servicing, and upgrades.
Ticket prioritization's main objective is efficient customer support, whether for businesses or individual customers.
It involves proactive problem-solving, effective communication, self-assessment, and agent training.
Escalation procedures are part of SLAs, kicking in if a ticket remains unresolved within the agreed time frame.
For instance, a ticket not resolved in 48 hours might escalate to a senior support team for business customers.
Accurate issue identification and impact assessment are crucial when creating tickets.
Tickets are organized and ranked based on business considerations.
The optimal prioritization method varies by company and business factors.
Organizations can choose single or multiple SLAs, adapting as needed to meet business demands.
Overall, ticket prioritization aims to deliver efficient customer support and maintain strong business relationships.
Importance of SLA
When it comes to customer satisfaction, quality of service delivery is the highest concern. Service level agreements help to set standards for better service delivery.
SLA's are used to ensure that the support team complete a ticket in a defined amount of time.
SLA's help in improving the quality of service delivery with faster ticket resolution time.
Deliver specified service products to targeted customers to meet customer-driven quality, schedule.
Empowering employees or agents to work in an environment with quantifiable actions makes them feel better to track the progress on the issues.
When crafting the SLA with your customer, you must, at minimum, discuss and define support eligibility, coverage, access and beyond the scope of, your support offering.
Multiple SLAs
Service-consumer governance poses a major hurdle in the service industry due to the lack of visibility into which consumers use specific services and the associated SLAs. Raiseaticket's multiple SLAs feature helps organizations effectively allocate SLAs to clients for optimized support service utilization.
Service-consumer governance is a significant challenge in the service sector.
It arises from the difficulty in identifying which consumers use particular services and the SLAs they should receive.
Raiseaticket's multi-SLA functionality offers a solution.
It enables businesses to strategically assign suitable SLAs to individual clients.
This optimization enhances the use of support services.
Raiseaticket's flexibility allows the setup of multiple SLAs.
These SLAs can be customized based on email addresses or domains.
Customization can align with your specific business hours.
SLA Breach and Reminders
Service Level Agreement (SLA) Benefits
SLAs maintain accountability among support agents.
Enables easy tracking of agents who breach SLAs.
Promotes a culture of responsibility within the support team.
Facilitates seamless identification of SLA breaches.
SLA Reminder Configuration
SLA reminders can be configured for upcoming breaches.
Access the SLA Breach Notification feature to set up reminders.
Notifications can be scheduled at intervals of 10, 15, 20, or 30 minutes.
Both administrators and agents receive breach notifications.
Notifications cover breaches in response and resolution times.
Encourages timely corrective actions in response to breaches.
SLA Metrics
Timeframes in SLA’s are defined with the help of SLA operational metrics:
Time Tracking
The amount of time the agent spends on a ticket. This is calculated by aggregating the total time spent in the detailed view of the ticket opened on an active browser tab, edit mode, replies and notes.
First Response Time
The duration between the timestamp a ticket is created and the timestamp of the first agent's reply on that ticket.
Resolution Time
The time tracked between the ticket creation and the time of the final status change to closed. The above time also would include the time tracked in case if the ticket is reopened and then closed again.
SLA Features
Association with operating hours
Raiseaticket SLA policies are associated with the operating/business hours of your organisation to set the timeframes for responding to customer queries. By default, Raiseaticket has a 4-hour response, 5 days per week, 8 hours a day, including holidays as the default SLA.
Raiseaticket has the ability to edit or create new operating hours according to your business requirements and it should be revised with SLA policies to update response time.
SLA Priority
Priority is the importance given to a ticket based on the SLA. Raiseaticket by default, has four types of priorities: Low, Medium, High, and Urgent. You can add further priorities for your requirements.
Tickets with low priority are the least important, while urgent tickets should be dealt with as soon as possible.
Set the default priority on the web portal and email channel for incoming tickets.
SLA Time Targets
SLA time targets (response time and resolution time) each priority defines the handling time for tickets based on your work schedule, operating hours and client agreements.
When working on a ticket you may need to await further details from the end user or a supplier, in these cases you can pause the SLA by selecting a status that has the SLA timer disabled. You could name this status "Awaiting customer reply" for instance.
Raiseaticket has the option to disable resolution time on tickets. The tickets will have only the response time enabled for SLA. By default response timer is required for the SLA.
SLAs should be reviewed periodically to ensure they remain aligned with changing customer needs and evolving business requirements. The SLA should outline the process for review and modification to accommodate any necessary updates.
SLAs provide a framework for setting expectations and ensuring accountability in the service provided by a helpdesk. They help establish a clear understanding between the service provider and the customer regarding the level of support that will be delivered, contributing to improved customer satisfaction and efficient support operations.
Regular reviews of SLAs are crucial to maintaining their relevance in light of shifting customer preferences and evolving business demands. Your SLA document should include a well-defined procedure for conducting these reviews and making necessary adjustments.
By establishing SLAs, you establish a structured framework for defining expectations and upholding responsibility within your helpdesk services. This framework fosters transparent communication between service providers and customers, outlining the precise extent of support provision. Consequently, this leads to heightened customer contentment and streamlined support operations.
A service level agreement is a contract between the service provider and the customer (business) which defines the standards of service deliverables that the provider has agreed with the customer. In relation to Customer Support, Service Level Agreements are the timeframes agreed with customers for responding to their queries. These queries are usually based on your business functions, for example, support, servicing and upgrades. Essentially, it is important to differentiate when to call out an issue as critical or high, identify the impacted parties (internal or external users), assess the level of impact when a ticket is created. The tickets are organized and prioritized based on business factors. The optimal prioritization method is different for each company and depends on several factors. Your organization may choose to stick to one SLA or multiple SLA or to change models when necessary based on business requirements. The focus of ticket prioritization should be to provide the most effective customer support for end users. Whether you are delivering services to other businesses or directly to customers, focus on problem solving, communication strategies, self-assessment, training of agents in order to improve and sustain customer satisfaction and business relationships.
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