Help Desk Service Level Agreement (SLA) Management
Monitor support with clarity and transparency
Service level agreement management
Flexible and robust Web Help Desk® software allows you to configure and manage service level agreements that are as varied as the needs of your clients. Streamline help desk resolution by simplifying IT service management.
Auto-escalations and notifications
Create automated escalations for virtually any service ticket-related field or SLA due date. Configure tiered, date-specific reminder notifications via email and visual queuing. Different reminder intervals may also be configured based on the SLA priority of the service ticket.
Lifecycle time tracking
Whether your team is outlasting the SLA clock or awaiting an end-user’s response, you’ll have your finger on the pulse of the service ticket lifespan—from cradle to grave. Generate custom SLA reports with key performance indicators to pinpoint bottlenecks and promote greater efficiency through automation. Enhance customer service management by improving efficiencies within teams.
Custom visual alerts
With customizable color coding, text alerts, and efficient ticket sorting, you can help ensure that as SLA breach times approach, your “hottest” tickets get the attention they require. Visual alerts create notifications to give problematic tickets the attention they need to get fixed.
SMS notifications
Configure custom SMS messages to send notifications before an SLA breach becomes an issue, helping keep service requests from falling through the cracks.
Permission-based collaboration
End-users can submit requests on behalf of another—perfect for when an employee requests someone else to act as liaison on a service ticket. If additional customer input is required before service can be fulfilled, a ticket status type can be selected that matches the predefined SLA timing.
Looking for more? Upgrade to an ITIL-ready, service experience.
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- Full ITIL suite (incident, problem, change, release) paired with customizable automation
- Automated asset discovery with integrated CMDB for real-time impact on technology and services
- Powerful service catalog workflow engine and a user-friendly service portal