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- ITMS – SLAs and Ticket Escalation
Assign SLAs to queues
Assign SLAs to queues to ensure that the resources in your organization are attending to requests in a timely manner. SLAs can be generated for each queue depending on the day of the week, time period of the day, and specific time of the day.
Ticket escalation
Escalation of ticket severity occurs if SLAs are not met. Both support teams and management are notified via email and through the intelliView360 system of SLA violations to ensure that tickets are completed as soon as possible.
Customizable SLAs
Your SLAs are exactly that: yours. They are customizable down to the day of the week, time period of the day, and specific time of the day, and multiple SLAs can be generated to ensure your organization is supported 24/7.
Notifications
If SLAs are not met, team members and management receive gradual notifications depending on the severity of the escalation. The notifications are seen through email and also the intelliView360 system to ensure timely action is taken to fulfill the SLA.
Additional Features
Dashboard
Ticket Creation
Tickets via Email
Ticket Assignment
Ticket Status
Chat Communication
Customizable Alerts
Quick Filters
Ticket Grouping
On Behalf Of And Ticket Handoff
Ticket Feedback
Reopen Ticket
Knowledge Base
Comprehensive Profile Management
Custom Forms
Custom Form Mapping
Resource Management
Collaboration & Workflow
Change Management
Life Cycle Management & Reporting
Reporting Data Analytics
Announcements
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