Monthly Archives: October 2011

Create, manage and report on SLAs within your help desk

by Vikram Bhaskar — 11 Oct 11

Our latest feature addition is SLA Management*, available exclusively on the Enterprise Edition.

Individual SLAs, each with its own specific set of conditions and objectives can be created and linked to individual work schedules, ensuring that your SLA timelines are calculated over relevant working hours.

Single or multiple work schedules can be defined to cover the working hours of your help desk as well as a relevant timezone. This is extremely useful if you provide support across international regions (and, therefore, timezones).

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An SLA can then be created with:

1. an objective

2. a set of conditions that determine on which tickets, end users, etc, the SLA is applicable on

3. a goal percentage

4. a relevant work schedule

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Tickets that breach the SLA will be marked with a red exclamation mark; visually, this serves as a clear and immediate indication that a specific action is called for, as an SLA has been breached.

For a broader perspective, an SLA Performance Report is now available along with each report that you create. SLA metrics and stats on goal objectives will be clearly indicated and in the event that a breach has occured, the relevant tickets that caused the breach will be displayed.

With this feature, Helpdesk Pilot now allows you to cater to in-house and end-user specific SLAs as part of your support services.

SLA Management is available for evaluation on our free, full featured trial. Sign up now! 

(*SLA Management is a feature provided exclusively on the Enterprise Edition of Helpdesk Pilot)

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Provide your techs in the field with printed service requests

by Vikram Bhaskar — 03 Oct 11

As part of your support offering to customers, it may be necessary for your techs to personally visit the customer’s premises, look into the request and resolve it. In such cases, your techs need to have prior information on the customer and the ticket he/she raised.

Within Helpdesk Pilot, the ticket is displayed with relevant customer and ticket specific information as well as the communication exchanged between the customer and your support staff, in a conversational view.

This format looks great when viewed on your support staff’s 17″ LCD screen, but techs in the field need a simple template to work with.

Helpdesk Pilot has a print-friendly ticket view that extracts all the details on a ticket and displays it in the following tabular format, well spaced for easy viewing:

Each ticket can then be printed in A4 format and handed over to your techs in the field, for use during their daily support calls.

Going one step further, the print view can be exported in a PDF format and used as a more concise, digital version of the original ticket. Many organizations now outfit their techs with tablets (such as the iPad) in a move to be more environmentally friendly.

Therefore, techs can easily download their assigned set of service requests and refer to them whilst in the field, doing away with the need for actual paper based printouts.

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