For: Team leads and managers
Five dashboards
- My Cases (My Work): each person's own open cases.
- Service Overview (Performance): how the desk is doing over a period: the backlog, new and resolved cases, SLA compliance, reopen rate and average resolution time.
- Team Workload: who holds what right now, by queue and by person.
- Service Levels: breaches, cases due today, and SLA compliance by priority and policy.
- Agent Performance: how each person's cases went over a period: resolved, service levels, first response and satisfaction.
Select a tile to see the cases behind it. The SLA check runs when someone opens a dashboard, so what you see is current.
Keep the work moving
- Check Service Levels each morning: Breached cases first, then cases due today.
- In Team Workload, spread the load: open a case and change its Owner or Queue.
- Mark someone unavailable (Queue Members, Available No) while they are away, so new cases go to others.
Look for patterns
- The same fault keeps coming back? Raise a Problem and find the root cause. See Problems and service requests.
- One outage, many calls? Use a Major Incident. See Major incidents and duplicates.
- Turn on satisfaction ratings in Service Settings to hear from customers after each case. See Service Settings and sample data.
Service Manager only
Service Managers change the setup: queues, categories, SLA targets, the priority matrix and Service Settings. After changing a target or a priority rule, open the SLA policy and select Recalculate Open Cases so open cases follow the new rules. See Service levels.
More help
Quick start for administratorsInstall, give out licences and roles, and set up your service desk in about an hour.Quick start for agentsYour cases, the case form, replying, resolving and finding answers.Working a caseFrom Log and Classify to Close: priority, due times, holds, resolving and cancelling.Email to case and acknowledgementsTurn a support mailbox into cases, tell customers their case number, and keep replies on the right case.Major incidents and duplicatesLink many reports of one outage, resolve them together, and merge duplicates.Problems and service requestsFind the root cause behind repeat incidents, and approve requests before fulfilling them.Knowledge articlesDraft, review and publish articles, use them on cases, and keep them up to date.Service levelsSLA policies and targets, business hours, bank holidays and what Breached means.Service Settings and sample dataEvery setting explained, and the sample service desk to try it with.Support, data and privacyHow to get help, what data stays in your tenant, what leaves it, and how to erase or keep it.
Not answered here? Contact us and a person replies, usually the same working day.