ITMS – SLAs and Ticket Escalation
Assign service level agreements to queues for maximum productivity. If SLAs are not met, the ticket status gradually becomes escalated and both support teams and management are notified. SLAs are also fully customizable, meaning you can create one based on the day of the week, time period of the day, and specific time of the day.
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
The intelliView360 Advantage
Collaboration
At intelliView360, our foundation is collaboration. Our products are built with the goal of helping your organization work together in mind.
Feedback
At intelliView360, we put the user at the forefront. We are always looking for feedback to improve our products and make it better for you, the user.
Agile
At intelliView360, we do not like to stay boxed in. Our solutions are change makers and respond quickly to the fast-paced world we live in.
Experience
Our years in the industry have shown us valuable nuances that are reflected in our ticketing management software as defining features.
Innovation
We have never been good at sticking to the status quo. All of our products are groundbreaking technologies in a user-friendly package.
Teamwork
Our team is driven. It is focused. It istalented. It is passionate. It is bold. And our ticketing management software will help your organization do the same.
Stay in touch with intelliView360
At intelliView360, our favorite word is together. Be it a long night or an early morning, we’re constantly bouncing ideas off of each other, working on our latest software together, and yes, even enjoying a slice of pizza together. Our products helped our team grow together. We can’t wait to help your team grow together, too.
