Track requests, ownership and service targets
Use ticket management to follow requests across the team and SLA tracking to review service times. Agree on priorities, business calendars and contractual scope when defining targets.
Support communication with a portal and CSAT
The customer portal supports the customer side of the process, while CSAT collects satisfaction feedback. Reviewing low-score alerts helps identify issues remaining after a ticket is closed.
Transfer work that needs a project task
Some requests need a short answer; others require development. Transfer support work to a project task to include it in the project team’s plan. Coordinate customer updates with internal work tracking.
- Clarify the problem and expected outcome.
- Transfer work to the relevant project team.
- Follow the delivery outcome through support.
Frequently asked questions
Do SLA and CSAT measure the same thing?
SLA concerns service times and targets. CSAT is feedback about customer experience. A ticket can meet its time target and still receive a low satisfaction score.