How do I set business hours and turnaround time to helpdesk services in GoTo Admin?
As an admin, you can define opening hours to your helpdesk services as well as standard turnaround time for ticket resolution. Essentially, this lets you implement a Service Level Agreement (SLA) in GoTo Resolve.
- Go to
Settings > Helpdesk. - On the Helpdesk services tab, select a service where you want to set business hours and turnaround time.
Tip: You can also access the availability settings directly from the Console:
While creating a new ticket, on the Ticket details page of the Console, select Set Availability at the bottom of the Priority drop-down.
One of the most common ways to make sure your organization fulfills the requirements of an SLA is to define a turnaround time for tickets with a specific priority. Let's say you are required to resolve urgent tickets in 3 hours within your business hours. In this case, you would set Priority to Urgent and Standard due date to 03:00. So when a ticket is created with Urgent priority, GoTo Resolve will automatically start the countdown from 3 hours.
OK, but what if I receive a ticket in the middle of the night?
This is when business hours, or operating hours, come to play. If you provide support, say, from 9am to 5pm, Monday to Friday, you can set these dates and times in GoTo Admin. So if you receive a helpdesk ticket at 5.30pm on a Friday, your 3-hour turnaround time starts ticking at 9am the following business day, that is on Monday. Incidentally, if you get a ticket 4.30pm on a business day and you don't pay attention to that, your turnaround time will still start ticking for 30 minutes that day.
Frequently Asked Questions
- What if turnaround time expires?
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Agents are notified in the Console one hour prior to the expiry of the turnaround time and when the ticket is past its due date.
- What happens when an agent transfers a ticket with a turnaround time?
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- If turnaround time is defined in target helpdesk service for the selected ticket priority, then the new turnaround time is applied. For example, when you transfer an urgent ticket that has a one-hour turnaround time to another helpdesk service, where urgent tickets have a three-hour turnaround time, then you essentially get an extension on your work. Notice, however, that it works the other way around as well: when you transfer a ticket to a helpdesk service with lower turnaround time, you may end up with an overdue ticket.
- If turnaround time is not defined in target helpdesk service for the selected ticket priority, then you will see the original Due date for your ticket. If you have not defined a due date, then this field will be empty.
- Can an admin define exceptions to business hours, like special holiday opening hours?
- Currently, this is not possible.
- Can end-users create a ticket with a turnaround time outside business hours?
- Yes. However, counting turnaround time will start at the beginning of the next business day only.
- How can I set turnaround time for urgent and high priority helpdesk tickets?
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First, select
Urgent from the
Priority drop-down and set a
Standard due date. Then select
High from the
Priority drop-down and set a
Standard due date for that priority as well.
- When does turnaround time stop counting?
- Counting turnaround time stops when the ticket is closed. In other words, when its status changes to Closed, Resolved, or Cancelled.