What is Helpdesk Weekly SLA Summary?

The Helpdesk Weekly SLA Summary provides a weekly report tracking the performance of helpdesk staff, specifically focusing on their adherence to Service Level Agreements (SLAs). It gives insights into the time taken to close tickets, the number of long-standing unresolved tickets, and differentiates between Unit-level and Community-level issues.

Q: Where can you access this summary?

The Helpdesk Weekly SLA Summary can be accessed from the dashboard by navigating to Helpdesk >> Summaries >> Helpdesk Weekly SLA Summary.

Q: How is the report structured?

The report summarizes key metrics categorized into multiple weeks, highlighting:

• Unit-level tickets that took more than 3 days to close or remain open.

• Community-level tickets that took more than 5 days to close or remain open.

• Median time to close both Unit and Community tickets.

• Percentage of tickets closed within 48 hours.

• Reopened tickets percentage.

• Average customer rating of service.

Q: How does the report assist in improving helpdesk performance?

By regularly reviewing these metrics, helpdesk managers can 

• Identify bottlenecks in the ticket resolution process, 

• Assess staff performance, and implement necessary changes. 

Monitoring trends over multiple weeks also provides valuable insights into long-term performance improvement opportunities.