Features

Service Level Agreements

Make it easy for agents to keep track of tickets and monitor service levels.

SLA System

SLAs set your priorities straight and in line with your organisational goals. With InvGate Service Desk agents have a visual indicator of the agreed response time and can prioritise their work easily and focus effort where it is needed most.

Rule-based

Various situations require different levels of service. By using a rule-based SLA system, you can define respones times as precisely as required. SLAs can be set for an initial response or final resolution time based on any combination of factors.  These can be request type, priority, user, help desk etc.  Triggers can be set to automatically generate agent notification as the deadline approaches.