🎁 JSM Advent Calendar - Day 4: SLAs (The Christmas Eve Deadline)

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⏱️ The Countdown Clock

We have organized the queues, but how do we make sure the most critical tasks get done on time?

The Scenario:

Santa must launch the sleigh by midnight on the 24th. He can't deliver presents on the 26th and say, "Sorry, I got to it when I could." The deadline is non-negotiable.

The HR Reality:

In HR, timing is everything. A "Payroll Error" needs to be fixed before the bank transfer run. An "Onboarding" ticket needs to be ready before the new hire walks in the door. If you treat every ticket with the same urgency, the important ones will be late.

The JSM Solution:

Service Level Agreements (SLAs). These are countdown timers you attach to specific ticket types.

• Time to First Response: Promise your employees you will at least acknowledge their request within 4 hours.

• Time to Resolution: Promise that Payroll issues are fixed within 2 hours.

🎁 Tip of the Day:

Use JSM's color-coding. When a ticket has 1 hour left on its SLA, JSM can turn the timer RED. This visual cue acts like a Rudolph nose, guiding your agents immediately to the tickets that are about to breach their deadline.

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❄️ Let’s chat: Do you currently measure how fast your team responds to employees? Or is it a "we'll get to it when we get to it" situation? Let me know if SLAs scare you or save you.

[Susan Waldrip]

This is a great series of articles, @Kate Pawlak _Appsvio_ , I'm loving it!