Office365 Help Desk Plus

Office 365 Help Desk Plus is simple, customizable, Office 365 hosted help desk software, that ensures your organization can handle every issue properly. Assign every ticket to a specific team team so there is no confusion about who should be working on which ticket. HR365 helpdesk offers different ticket views to help you automatically organize your tickets based on priority, category, time, status, or groups. Teams like yours can provide support across IT, HR, legal, finance and more.

Ticket Management

Autopilot

Service Level Agreement

Self Service

Focus on what you need

Security Management

Ticket Management

HR365 Helpdesk group all support channel to single queue to manage incoming tickets to specific group or team based on automated rules so that teams can focus on their relevant ticket. Assign every ticket to a specific agent and team so there is no confusion about who should be working on which ticket. Filter tickets on various choice of filters so the most important tickets that agents should work on are front and focused.

  • Canned Response
  • Group Ownership
  • Smart notifications
  • Smart Filters
  • Private discussion
  • Activity Logs
  • Multiple Department
  • Multi Channel
  • Customer Satisfaction

Service Level Agreement

Meeting Service Level Agreements every time is the goal of any organization. Get the important things done first with prioritized queues. Get alerts on expiring SLAs, Plan manpower based on historical reports & finally stand taller in meeting service level agreement.

Define SLA for various product and services differently both for response time and resolution time. Set up rules for when every ticket needs to be replied to and solved so agents are clear about the deadline. Reminder & alerts on SLA expiring to agents and their managers. SLA reports helps in assessing helpdesk agent’s numbers in each team.

Focus on what you need

HR365 helpdesk offers different ticket views to help you automatically organize your tickets based on priority, category, time, status, or groups. This helps your agents save time deciding which ticket needs their attention first.

Provide internal and external support with your nee helpdesk. Employees and customers can submit help requests to your support team through a customer portal, via email, or through an embedded widget on your site. Support agents can then work on these requests, tracked as issues in a queue. Teams like yours can provide support across IT, HR, legal, finance and more.

Autopilot

With HR365 streamline your helpdesk with rules and automation that works around the clock, to make sure that your support process and guidelines are as smooth as possible.

You can automate the daily tasks such as rules, auto distribution of tickets, setting priorities, following up on tickets which are ready to close and other operational tasks thats help you run your support. This way, your team can effectively utilize their productive time better and make the perfect support experience for your esteemed customers.

Self Service

Allowing customer to raise ticket from their portal is not a complete self-service. Allow them to check status of their open ticket, check previous tickets and alert them as soon as agent take action on their tickets. Also help them in finding solutions faster with knowledgebase of similar issues & resolution provided earlier. It also helps in reducing the ticket volume your helpdesk receives.

Security, Identity & Access Management

Whitelisting & blacklisting of domains, while opening ticket to avoid spams and harassments. Secure and exclusive access for agents to work with predefined domains and email ids. At the service level, Office 365 uses the defence-in-depth approach to provide physical, logical, and data layers of security features and operational best practices. Easy account management by enabling SSO to work with your authentication of Office365, Active Directory & Microsoft accounts for clients.

Since HR365 helpdesk uses Office 365’s complete framework including authentication hence all the mentioned securities applies to HR365 helpdesk.

Reports

Productivity & customer experience enhancer reports track team performance, customer satisfaction and identify low hanging fruits to improve it no time. In reports you can see number of tickets, created, resolved or reopened as well as the helpdesk average response time, resolution time and SLA metrics. Each metric can be further analysed based on various ticket properties like source, type, priority, status, and number of responses.

Customer satisfaction (CSAT) rating remains one of the best ways to gauge how your customers feel about your service and support. Here surveys can be sent as soon as ticket is closed & customer can provide inputs about their service experience.

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