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Mojo Helpdesk Documentation
© 2007 Mojo Helpdesk |
You can set an SLA to measure customer satisfaction. For example you can measure that your customers rate your answers more than 4 stars 80% of the time.
Support organizations like to measure the time to assign a ticket and the time to resolve it. For example: 90% of the tickets need to be assigned within 8h and resolved within 3 days.
You can also incentivize your support team to close tickets as fast as possible: 80% of all tickets should be assigned and resolved within 1 day.
You can define several SLAs based on ticket priority, queue and ticket originator. Go to the report to run them.