Managing tickets and SLA
We are a regulatory body for Landlords in the UK and we need to manage response times for complaints made against our Members. In short a ticket will be raised by a government department and we will then need to assign that ticket to our member and monitor their response times. In total we have five response levels and each one has a acknowledgment time and completion time that needs setting and then monitoring. Is that possible with your system?
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All help desks allow you to assign tickets to a particular agent and track the ticket’s status. However, for your purposes, it sounds like a help desk software with Service Level Agreement (SLA) tracking would be the best choice. With our recommended help desk, Freshdesk, you can set different target response and resolution times for different groups of customers. Click the link to learn more about this feature.
Zendesk also has SLA tracking.
Hope that helps!