SLAs can be impossible to meet if your Service Desk staff aren't vigilant in keeping track of their colleague's presence. This is a familiar challenge for many remote workers today. 

Although it's common practice to set an out of office message in Outlook when going on annual leave, many Service Desk users forget that they should also set their out-of-office dates within Cherwell. Without these absence dates being set, tickets can be unwittingly assigned to absent staff members, causing SLA breaches and, of course, a stack of breached tickets for the assignee to address on their return. 

 

By utilising our Out of Office Sync mApp, it's possible to seamlessly populate your staff's absence dates in Cherwell from their Automatic Replies configuration in Outlook.

 

With this key piece of information available, Cherwell will notify users if they're attempting to assign a ticket to an absent colleague.

 

 

Available for Cherwell users either On-Premise or SaaS, requires Azure AD.

Out of Office Sync mApp

    • Available for On-Premise or SaaS Cherwell customers
       

    • Data is seamlessly pulled from AD
       

    • Updates to 'time-off' dates can be scheduled as frequently as required.

    • Reduction of SLA breaches
       

    • Better customer experience
       

    • No need for staff to re-key their absence dates in multiple systems
       

    • Gives staff confidence that they're assigning to active colleagues

+44 (0)208 0503165   |   www.cihs.co.uk   |   info@cihs.co.uk   |  Legal   |  FAQs

Lilyshaw, The Green, Ewhurst, Cranleigh, Surrey, GU6 7RT Company Registration: 06313002