SayPro: Log and Resolve All IT Helpdesk Tickets

SayPro Log and resolve all IT Helpdesk tickets within SayPro’s SLA from SayPro Monthly February SCMR-17 SayPro Monthly IT Support: Helpdesk services, system administration, backup and recovery by SayPro Online Marketplace Office under SayPro Marketing Royalty

Objective

To ensure timely, accurate, and efficient handling of all IT Helpdesk support requests and incidents across the SayPro digital ecosystem by maintaining 100% ticket logging and achieving Service Level Agreement (SLA) resolution compliance.

🛠️ Scope of Helpdesk Ticket Management

Helpdesk ticket management includes but is not limited to:

• User login/access issues
• Email and collaboration tool errors
• Software installation or malfunction
• Hardware/peripheral support
• Network outages or slowness
• Security alerts or suspicious activity
• Password reset requests
• System/application errors
• Data backup and restore support

📋 SLA Guidelines

Each ticket is categorized and prioritized using SayPro’s internal Helpdesk classification matrix based on:

• Impact (individual or system-wide)
• Urgency
• Business disruption level

🧾 Helpdesk Ticket Lifecycle

1. Logging the Ticket
   • Tickets can be submitted via:
     • SayPro Helpdesk Portal
     • Email support queue
     • Internal Slack/Teams bot
     • Direct IT call center line
   • Each ticket is assigned a unique Ticket ID and timestamped for SLA tracking.
2. Categorization and Prioritization
   • The Helpdesk system (e.g., Zendesk, Freshservice, or Jira Service Desk) applies intelligent triaging.
   • Tickets are routed to the correct support tier or specialist.
3. Assignment and Acknowledgement
   • Assigned to available support agent based on expertise and load balancing.
   • Auto-acknowledgement email and SLA estimate sent to user.
4. Troubleshooting and Resolution
   • Step-by-step resolution actions are logged in the ticket.
   • If needed, the ticket is escalated to Level 2 or 3 support teams (e.g., SysAdmin or DevOps).
5. Closure and Feedback
   • User confirms resolution.
   • Ticket is marked as Closed with post-resolution notes.
   • User receives a satisfaction survey (optional).

🔍 Tools and Platforms Used

• Helpdesk Management: Jira Service Management, Zendesk, or Freshservice
• Automation: Auto-triage rules, email parsing, status updates
• Knowledge Base Integration: Suggests help articles to end-users before ticket submission
• Reporting: Real-time dashboards for SLA monitoring and ticket aging

📊 Key Metrics Tracked

🧩 Roles & Responsibilities

🧪 Escalation Procedures

If the resolution time exceeds 75% of SLA limits:

• The ticket is escalated to the next support tier.
• Alerts are sent to team leads and IT managers.
• Extended tickets are flagged in SLA compliance reports.

🔐 Compliance and Documentation

• Every ticket must include:
  • Issue description
  • Time logs of each activity
  • Resolution method
  • Responsible agent name
  • Closure date and time
• Weekly audits conducted by IT supervisors.
• Ticket data retained for 12–24 months for operational transparency and audit readiness.

📅 Reporting and Review

• Daily Summary: Active and overdue tickets
• Weekly Review: SLA compliance and bottlenecks
• Monthly Report: Trends, frequent issues, root causes, training needs

📘 Example Helpdesk Ticket Entry

💼 Business Impact

Efficient helpdesk management ensures:

• Higher staff productivity through faster IT resolution
• Lower downtime and business disruption
• Greater user satisfaction and trust in SayPro systems
• Reduced repeat incidents through data-driven prevention