Start with the request journey
Write the steps from a customer reporting an issue to receiving its resolution. Who receives it, who owns it and when is the customer updated? Evaluate software by how clearly it supports the journey as well as its feature count.
Review SLA and satisfaction separately
SLA tracks service targets, while CSAT helps understand experience. A ticket meeting its time target may still receive a low score due to an incomplete explanation. Reviewing both provides better context.
Test with an example request
Try a scenario where a customer cannot access a portal. If development is required, assess how work reaches the project team. Review the portal through the customer’s steps, not only the administrator’s screen.
- Check ticket capture and assignment.
- Follow service targets and customer updates.
- Review satisfaction feedback after resolution.
Support and projects in Taklino
Taklino Service Desk offers tickets, SLA, a customer portal, CSAT and transfer to project tasks. Service Desk is not included in the free plan. Compare the separate Service Desk plan and Full Package using current pricing.