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