SLA Management - Set SLA Goals & Objectives

Measure, Monitor & Report your SLA (Service Level Agreements).
Improve customer service and help desk performance with HappyFox SLA management.

Help Desk SLA management

SLA Management

If you need to wow your customers, you need to have strict and challenging service level targets and also constantly deliver on them. It is for that purpose that HappyFox has a unique and robust service level agreement management function. The help desk SLA is comprised of 4 parts.

  • An objective - What to do
  • A set of conditions - How to do them
  • A goal percentage - How to measure them
  • Work schedule - When to measure them

Set strict Service Level Agreements

Customer service is a highly quantifiable activity. When providing customer support, you need to deliver perfect service targets and make sure your customers are never sitting and twiddling their thumbs while you take your own sweet time to respond. HappyFox help desk SLA monitoring helps you quantify your support by splitting SLA into 5 areas.

support-SLA-violation
Work schedule management for help desk SLA

SLAs that matter. Create, customize and deliver.

  • Time to first response
  • Time to assign the ticket
  • Time to contact response
  • Time to staff response
  • Time to reach concluding status

HappyFox SLA management lets you set SLAs for all the above. Set targets for your first response, time taken for ticket to get assigned to a staff, time allowed for the customer to reply to the staff response, for the staff to respond to the customer’s reply and finally the ticket to reach its concluding status (Closed or Resolved or a custom status that suits your requirement.)

SLAs that tick only when you work

HappyFox SLA monitoring was built keeping your company work hours in mind. Therefore, you can create customized work schedules for your category and account. SLAs will not apply when it is outside the work hours, thus making sure your customer knows exactly when to expect a response.

customer service SLA violation

SLA Reporting : Monitor and Measure SLA Performance

SLA Management does not end with just delivering them. Continuous improvement is necessary and this requires tracking. With HappyFox Reports, create SLA reports for your account, monitor the areas that require improvement and keep setting stronger SLA targets to deliver a refined and thorough customer service experience.

Help desk SLA reporting

The learning curve for our support team was as easy as it could have been.

Matt Pendergraff,
PDG+Creative

PDG Creative

Other Help Desk features