HelpDesk
Customer Story
Oct 30
From on-premise manual ticketing to automated SharePoint HelpDesk at Lucidica
How Lucidica built an automated ticketing system integrated into SharePoint to improve IT support operations.
HelpDesk
Aug 01, 2017
Track support service SLA in your Microsoft 365 and SharePoint help desk
Not everyone is considering surprises as a great thing, so how about amazing your clients with clear and predictable service? We are happy to announce that all Plumsail HelpDesk users are invited to try the new SLA feature!
Set your service level agreements and let your customers know when to expect a response from your support team and resolution of their issue.
We collect the best practices for SLA management and here it is:
- Create cascading SLAs (to apply multiple SLA to different tickets);
- Notify agent or manager when SLA is failed before resolution time will be violated;
- Get more attention to the ticket by escalating it if an agent didn’t reply in time.
Also, check this for a better understanding of new statuses.
Hope you will enjoy it!
Note: The post has been originally published at:
Related posts
![]()
![]()
HelpDeskOct 24Create a SharePoint self-service portal with a Knowledge base
Learn how to set up a SharePoint self-service portal with a Knowledge base to improve IT support, reduce tickets, and provide 24/7 access to information.
![]()
HelpDeskJul 03How to Create a SharePoint Helpdesk Ticketing System
Learn how to create a SharePoint HelpDesk ticketing system with native SharePoint tools or a ready-to-use powerful alternative with advanced features.
