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!