Effective IT support is crucial for maintaining smooth operations in any business. One of the key challenges is ensuring that urgent issues are handled promptly. With GLPI’s Ticket Escalation feature, your support team can automatically manage priorities, guaranteeing that no critical issue falls through the cracks.

At IT 365 s.r.o., we offer expert GLPI implementation and support services to help you fully utilize this powerful feature, improving your helpdesk efficiency and response times.

How GLPI’s Ticket Escalation Works

The Ticket Escalation feature in GLPI helps businesses:

  • Set Priorities Automatically: When a ticket is not resolved within a specified time, GLPI can automatically escalate it based on its priority level or SLA agreements.
  • Assign Tickets to the Right Team: With escalation rules, tickets are directed to the right teams or higher management when attention is needed, ensuring faster resolution.
  • Track Response Time: Easily monitor how long it takes to address issues, and ensure that your support team meets service level agreements (SLAs) consistently.
  • Notify Key Stakeholders: Automatic notifications are sent to relevant stakeholders, ensuring they stay informed about critical issues.

Why IT 365 s.r.o. for GLPI Implementation?

  1. Custom Escalation Rules: We configure the Ticket Escalation system to align with your business priorities and workflows, making sure urgent tickets get immediate attention.
  2. Expert ITIL Guidance: Our team of ITIL-certified professionals ensures your escalation processes follow the industry’s best practices.
  3. End-to-End Support: From initial setup to continuous support, we are here to ensure that your helpdesk operations run smoothly.
  4. Proven Efficiency: Many of our clients have experienced enhanced support team performance and improved customer satisfaction with GLPI’s escalation system.

Boost Your IT Support Efficiency Today!

If your business needs better control over support ticket management and escalations, GLPI’s Ticket Escalation feature is the solution for you. Let our experts at IT 365 s.r.o. customize and implement this feature to ensure prompt resolution of critical issues.

Want to learn more? Contact us today and let’s discuss how GLPI can help improve your support processes.