"Day in the Life" Demonstration

IT Manager

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Escalation Trends Report

When a service request is not responded to or resolved by the SLA goals, it is automatically escalated to supervisors, managers, directors, or whomever each department has designated. Giva eHelpDesk provides you with a report on the frequency of these escalations so that you can make informed decisions as to why escalations occur and then take actions to reduce them.

The Escalation Statistics report gives you the escalation statistics for any given date range along with hyperlinks to the actual tickets.

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