The rollout includes a new "pause" feature that allows users to suspend SLAs when necessary, such as when tickets are in pending status because the agent is waiting for customer response or based on weekends or holidays when SLA terms aren't in force. Users can also set SLA triggers to accommodate business hours or set custom hours based on client needs. This is helpful when agents are serving customers in different time zones or those who keep different business hours. The upgrade also includes the ability to associate SLA triggers to products at either the product or customer level for even more precise control of detailed service agreements.
Another important new feature is the ability to clone SLAs, which makes creating new SLAs fast and easy for users: Instead of reentering SLA parameters, users can clone an existing SLA and make modifications as necessary to get it up and running quickly.
The release also debuts a new tab under the customer record that makes it simple to see what SLAs are assigned to the customer and view a history of violations, if any. This feature makes it easier for companies to manage the business relationship, which is critical for companies that provide customer support to other businesses.
"Our best ideas for new features always come from TeamSupport customers," said Robert C. Johnson, CEO of TeamSupport. "In business to business support one of the most common things we hear is how difficult it is to manage multiple unique SLAs. There wasn't a great solution out there, so we designed one. As one TeamSupport user put it, with these improvements we've 'leapfrogged everyone in the industry,' and the credit goes to our customers."
Created by B2B support professionals for support organizations, TeamSupport provides tools that help companies collaborate effectively to resolve individual tickets and manage the overall customer relationship. The launch of these powerful new features delivers the flexibility businesses need to step up their customer support offering. To learn more, please visit www.teamsupport.com.
TeamSupport, based in Dallas, Texas, is an online help desk and customer support application built specifically for business to business support. Built by a team of veteran software company executives, TeamSupport has won many industry awards, including being ranked on CRM Magazine's elite list of Rising Stars recognizing the industry's most innovative and growing CRM-related software solutions. Learn more about why TeamSupport is one of the best help desk software solutions today and the trusted customer support software provider to prominent business clients worldwide by visiting www.TeamSupport.com.
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