Not all tickets are created equal! Configure your district’s SLA Targets with the most recent release of GetHelp. Streamline your district’s workflows by prioritizing incoming tickets with SLA Targets so that technicians can consistently and predictably resolve tickets.
By providing support to staff and students based on service levels, your technicians can make more accurate guarantees and outline expectations for end-users, ultimately delivering predictable service across your district.
Define SLA Targets
An SLA, or a Service Level Agreement, is a defined agreement between the service team and the end-user to outline expectations. In the K-12 space, this means that your district administrator can create and assign priorities that outline how quickly each ticket should be addressed and ultimately, how quickly it can be resolved.
By designating a specific time for each priority level, your technicians can spend less time interpreting incoming tickets, and instead have a realistic expectation of how time-intensive each ticket’s resolution will be. These efficiencies allow your end-users to have a better experience, giving the district back time and resources that can be better used for educating students.
GetHelp SLA Feature Upgrade
In the latest release, GetHelp just expanded SLA Target features to be even more customizable for districts. Assign priorities that work best for your district and standardize response time, helping technicians to provide consistent service to keep devices up and running. Teachers depend on technology in the classroom, and by filtering tickets based on designated priority levels, your team can keep up with the volume of issues and provide quick turnaround to ensure the success of students accords the district.
Get the Most Out of Your HelpDesk
SLA management now allows for customized priority levels (default: Low, Medium, High, Critical) and the mode that time is measured by (Calendar Hours vs. Service Hours). Define what your users consider urgent, critical, and low-priority items, set time-based ranges, and develop the nomenclature used across the district.
By integrating TIPWeb-IT and GetHelp, you can get a clear picture of the health of your entire district’s assets, and as GetHelp gets more powerful, your ability to manage those assets will only get better, too. Your technicians are developing processes that effect classrooms across every campus, ultimately empowering educators and impacting students.
Hayes Software Services has been serving the K-12 industry since 1990, and today we’re still on a mission to equip districts everywhere with an integrated system that makes it easier to support teaching and learning.
GetHelp is Designed to Meet the Needs of School Districts
As your district grows, your assets grow, and technology’s impact on the classroom grow, the problems you’re solving grow at an even higher rate. GetHelp makes it easy to manage the growing influx of work orders so you can spend less time managing tickets, and more time resolving them. By integrating GetHelp with TIPWeb-IT, providing customizable workflows, and maximizing visibility of your district’s asset health, your district can save time, money and resources. Remember that we’re here to support you while you support your district and ultimately empower educators.
Contact us if want to know how GetHelp can empower your district.
About Hayes Software Systems
By offering SaaS solutions tailor-made for the unique needs of education professionals for nearly 30 years, Hayes has helped over 8,000 schools, including 35 of the largest 100 districts in the country, implement asset management solutions.
Hayes is a privately held company specializing in asset management software and services to support K-12 inventory accountability. While primarily servicing K-12 school systems, Hayes also has customers in higher education, state agencies, and government entities.