Understand and improve your operation
Monitoring these deadlines is a way to understand if your current operation can handle all the requests being made or if some process needs to be adjusted, such as investing in new resources to ensure proper deliveries.
Increase financial return
Even if there is no contract clause establishing the time limit for servicing a request, managing the time spent by the team on each service helps optimize time and, consequently, increase financial returns.
Flexibility in settings
With this in mind, we created the SLA Application, which allows configuring different deadline scopes for First Response and Resolution of tickets, fully flexible and adaptable to your internal or contractual needs.
Customized registrations according to your business needs.
Each SLA scope includes a customized registration according to the service hours stipulated by the company (team work schedule), national and municipal holidays, and various specifics of your business.
For example, it is possible to create different service deadline rules for headquarters and branches, for each type of ticket, by the department of the user registering the request, or even different deadlines for each “customer” profile such as management, directors, and analysts.
VIP Requesters
Desk Manager even allows the creation of VIP requesters, thus defining more aggressive SLAs for these critical users, whether because they hold higher positions within the company or have specific characteristics that require this individual distinction.
Imagine you set a four-hour service deadline for a ticket regarding a printer not working. You can divide this deadline into stages:
Green
During the first two hours, the SLA will be in the “Normal” stage with a Green color, indicating that everything is fine with that ticket.
Yellow
When the SLA enters the third hour of the deadline, it will turn Yellow, indicating that this ticket needs “Attention.”
Orange
And in the fourth and final hour of the deadline, it will turn Orange, indicating that the ticket has become “Critical” and is at high risk of expiring the SLA.
Email alerts
Activate the pause to avoid compromising your team’s SLA
There are also situations where the service no longer depends on your team to be resolved – when it depends on user feedback or a supplier’s response, for example.
In these cases, we believe there is no reason to count the SLA time, so you can configure automations for the ticket’s SLA to enter “Pause,” thus not compromising your team’s SLA.
The SLA Analysis indicator is a graph that will show the SLA achievement rate of your team over the last 12 months.
By our side, the sectors of your company work in harmony and with efficiency. All together seeking results.
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Desk Manager platform
Status API
