SLAs, or Service Level Agreements, are an agreement between your support staff and the customer. They establish the timeline customers should expect when contacting your support staff. This SLA guide will walk you through what an SLA is, how to create one, and the SLA best practices.
Help desk software is a tool used by support members throughout the corporate space to respond to customer questions. It's usually not just one tool, but a combination of many that support technicians use to manage all incoming queries.
We are happy to announce three big new features. All of them were requested for a while now. And all of them are already live for the hosted customers so you can go ahead and give them a try. We'd love to hear your thoughts on how you think we can improve them.
If you have a customer service team, you are striving for good customer support experience. That's a no-brainer. Of course you're striving for it. You have been told it's the goal and you're doing your due diligence.
Your employees are your business's most valuable ingredient. And dealing with internal employee-facing issues is just as important as solving the customer-facing ones.
At Jitbit only two people have access to the entire company infrastructure - me (Max) and Alex. If something goes terribly wrong and the team can’t handle it, one of us has to get online and fix it. And we learned how to handle it pretty well over the years. Like everyone else, we do have occasional downtimes, but we never had a major outage in 10 years. The longest one we had lasted two hours and that one was planned maintenance taking longer than expected.
Believe it or not, we also take vacations occasionally. Here is how we do it:
We are very proud and super stoked to announce a new help desk feature: you can now capture a screenshot or even record an entire video of your screen and attach it to your tickets. No extra software required, just use any modern browser.
Our help desk software sends and receives about 22,000 (22 thousand) emails per hour.
That's more than half a million emails every day.
Since most of our helpdesk customers are sysadmins we are starting a new series of posts in our blog - targeted specifically at server administratorss. Resolving common server issues, handy tools reviews etc.
My company - Jitbit - is an all remote company. We are 100% distributed, we don't have an office and our teammates literally work from around the globe (currently it's the UK, the US, Latvia, Israel and Turkey).
So it might seem strange for me to warn people against remote work. But let's have a look from the employee's angle.
This is what you need to know when you're about to work for someone remotely and internationally.
