Ensure on-time resolution by setting multiple SLA policies for task deadlines and automate escalation rules – based on different business hours or various types of tickets and ticket groups.
Drive service improvement with built-in satisfaction survey that can be automatically sent to employees upon ticket resolution, and measure your efficiency based on the CSAT reports.
Stay on top of your daily tasks by viewing them from the service desk dashboard’s calendar view. Easily manage all that’s time-bound with automated notifications.
Standardize prioritization of tickets to focus on the right tickets and quickly resolve major incidents. Specify the priority of tickets based on their impact and urgency, and automate incident prioritization.
Improve productivity by responding to similar requests with canned responses or knowledge base articles at the click of a button. Create solutions for your incidents and automatically convert it to articles.
Measure the performance of your incident management process with predefined and custom reports. Identify bottlenecks, make informed decisions, and monitor agent or team performance.