Support & Service
SLA management software with two clocks on every ticket.
Spodus is SLA management software for small support teams. Set a first-response target and a resolution target for each priority, and both clocks run on every ticket from the moment it arrives. A ticket turns amber while there is still time to act, and a miss is written onto the ticket so the count at month end is a fact.
SLAs in practice.
SLA management: targets and timers on every ticket.
01
Two clocks on every ticket
A first-response target and a resolution target, both counted from the moment the ticket lands, so you always know how long a customer has been waiting and for which of the two things.
02
Amber before red
A ticket flags as it comes within the last quarter of its target, wherever it appears in the app, so there is still time to pick it up rather than to explain it afterwards.
03
A breach is recorded, not just felt
When a target passes, the miss is written onto the ticket itself and the day's breaches go to the workspace owner by email. SLA tracking software often stops at the flag; here the record is the count at the end of the month, not somebody's impression.
One connected system
The clock runs where the rest of the account already is.
A ticket with a timer on it is the same record that carries the customer, their deals and their invoices, so deciding what to do about a target that is slipping does not start with looking the account up somewhere else.
- The timer sits on the ticket, beside the company it was raised against.
- Filter the queue by how close each target is and work it in that order.
- Pausing a ticket to Pending stops the clock; moving it back starts it again.
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