Help Desk Application Setup
Take a tour of quick and easy help desk setup process.
Service Request Fields
Hosted Help Desk Software Setup Service Desk Hours
Set Up Normal, Live Support Business Hours
Purpose: Configure Service Desk Hours so that SLA calculations use the actual business hours of operation of the Service Desk.
Define Service Desk Hours. It is important to define in the system the business hours when normal, live support coverage is available so that the actual business time for a service request to be resolved can be automatically calculated. If normal business hours are not specified, then Service Groups will be penalized. For example, let's assume that the Service Desk works normally from 8 AM to 5 PM Monday through Friday. If a severity level 2 service request is created at 5 PM on Friday, then it will be overdue at 8 AM on Monday if the resolution goal is 2 days. By completing the business hours of operation of the service desk, this service request is ready to be worked on Monday morning and will not be overdue until Wednesday at 8 AM. When you create and publish a service level agreement with your customers, you should indicate that the time to respond and resolve is based on normal working hours and then explicitly state those hours.
The system time stamps a new service request when opened in the local time of the Customer whom the service request is opened for even if the Assignee opening the service request is in another time zone. So, for example, if the Service Desk is not open after 3 pm on Fridays, then the SLA "clock" on all service requests "stops ticking" at 3 pm on Fridays in the time zone that the service requests are opened. The SLA "clock" will not "start ticking" again until start of business Monday morning, again, in the time zone that the ticket was opened. An industry best practice is to provide an SLA based upon the Customer's experience.
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