It’s never easy coming back from the festive break, but we’ve made some upgrades to Parago Software to help make the transition even easier for you!
Now helpdesk administrators can create and set rules on tickets, using Service Level Agreements, which ensures all issues raised are dealt with by the appropriate staff member efficiently and promptly.
This is an incredibly powerful part of the system will give helpdesk administrators more control over their tickets than ever before, so you can govern how tickets behave. For example:
- You can automatically assign tickets set as High Priority to be sent only to a senior member of staff instead of to all helpdesk managers.
- If a ticket has been dormant and unmodified for a certain amount of time, it will automatically be reassigned to the department manager to ensure it’s dealt with.
We don’t decide the parameters – you do
Thanks to customisable SLA rules, you’ll have the ability to choose your own parameters, enabling you to reach the bespoke needs of your school, academy or MAT.
Please contact your consultant or Parago Support to organise training days for you and your staff on how to implement the Helpdesk SLAs into your system.
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