SLA Management

Prioritize incoming requests based on importance to ensure your team is meeting your customers’ expectations.

Set SLAs to optimize and manage your customer support team
Report on team performance to continuously improve
Build SLAs based on ticket properties

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Provide transparency for customers and clarity for reps.

Your team and customers can get frustrated without clear SLAs. Tickets get lost in the shuffle as reps don’t know what to prioritize. Without clear goals and benchmarks, reps don't know if they're meeting expectations or how to improve.

With SLAs in TXF's TXF's Service Software, you can set working hours, build in automation, and report on attainment. Meet and exceed your customers’ expectations, give clarity on priorities to your team, and provide transparency for your customers.

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Create SLAs based on ticket properties.

Don’t leave your customers wondering when they will hear from your team. Establish SLAs for time to first response and time to close. Give your customers the predictability and transparency they need to feel prioritized and see their issues resolved.

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Triage and prioritize unresolved issues.

Unresolved tickets can pile up, burying your team under endless requests. Prevent burnout with SLAs that make issue prioritization a Tixa. Use the visual real-time indicator to show how much time is left to meet those SLAs and which tickets are about to breach their SLA.

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Improve SLA metrics with automation and reporting.

Leverage the power of automation in TXF to build custom workflows based on SLAs. Alert your reps before a breach so they can act quickly to resolve the issue. Identify issues that prevent attainment by reviewing reports for each channel, inbox, and rep.