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Helpdesk Configuration

Helpdesk Configuration

Configure and organize your helpdesk with the help of SLAs, Business Hours, and more

Articles

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SA
Create personalised Ticket Forms to collect required user information

Configure ticket forms with predefined request fields to understand customer concerns better and provide them with an instant resolution. Ticket Forms are personalised request forms that help external or internal users to raise their issues to your support team. With the help of Ticket Forms, you ca

Ticket Forms

Create Ticket

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Helpdesk Configuration

SA
Setting up Service Level Agreement (SLA) on Sprinklr Advanced

Learn how to set up SLA on Sprinklr enabling agents to deliver measured and predictable service to your customers. Service Level Agreement (SLA) is an agreed-upon measure of the response and resolution times that your support team delivers to your customers. It ensures that you are delivering measur

Use Multiple SLA Policies

Understanding Service Level Agreement (SLA)

Create SLA Policy

SLA policy

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Helpdesk Configuration

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Understanding SLA Policy

Learn how creating an SLA policy on Sprinklr help you keep track of agent'a case handle time or any escalation arising out of the case. SLA policy helps you define different service level rules such as First Response Time, Next Response Time, Total Resolution Time, etc. These rules play an important

SLA Policy Explained

Reroute Ticket if SLA Due Time Approaches

Send Notification if SLA due Time Approaches

Set Up Total Resolution Time

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Helpdesk Configuration

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Understanding Ticket Fields

Understand what are Ticket fields and how it helps you fetch correct customer information. Ticket fields are a set of custom fields that help you capture the right information in a format of your choice. You can add various field types to add ticket information as and when you get them. For example,

Ticket Fields

Care Console

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Helpdesk Configuration

SA
Understanding Business Hours

Learn all about business hours and how it helps to manage the working hours of the team and control SLA compliance. Business hours are the official working hours when your team is available to serve your contacts. It helps you manage expectations with your contacts and set benchmarks for your team.

Edit Existing Business Hours

Delete Existing Business Hours

Configure Business Hours

Clone Existing Business Hours

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Helpdesk Configuration

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Understanding Ticket Status

How you can leverage ticket status in Sprinklr to handle the tickets effectively and take further actions accordingly. Ticket statuses are the stages a ticket goes through in its life cycle. In Sprinklr, there are various ticket statuses you can choose from while working on a ticket. In this article

Ticket Status

Color Coded Ticket Priority Icons

Understand Ticket Status

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Helpdesk Configuration

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Custom Web Forms in Sprinklr Advanced

Learn how to generate a ticket into the Sprinklr ticket queue and corresponds with the agents on that ticket via Email. Sprinklr, by default, provides you with the facility of ticket forms on the Knowledge Base portal and has the flexibility to configure it as per the business requirement. However,

Ticket Forms

Create Ticket

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Helpdesk Configuration

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