Priority Manager - Escalations and Automations

The Priority Manager is a powerful escalation and service level agreement (SLA) management tool.  It can be used to automatically modify existing helpdesk tickets, send email to both staff and clients, and perform other actions relevant to your helpdesk environment.  By using the Priority Manager, the helpdesk can build up a rich set of escalation and service level agreement profiles that will help your helpdesk achieve goals and provide useful managerial reporting.

Service Level Agreements and Escalations

Service level agreements (SLA) are an important part of a business.  At a basic level, an SLA is a contract that is made between parties (typically the service delivery vendor and the client) to achieve both a timely response and resolution to a given issue.

The HelpMaster Priority Manager allows you to define and automate SLA and escalation worflows based on..

  1. Geographical indicators
  2. Site or office preferences
  3. Client or personnel preferences
  4. The type of service ticket, issue, or description of the helpdesk call
  5. The priority of the job
  6. or a combination of any of the above.

The HelpMaster Priority Manager is a flexible tool that can be used to create "set and forget" SLAs, escalations or other office rules.  Once you make them, the Priority Manager will continually monitor your database and alert both you and your staff.

How does it work?

At the heart of the Priority Manager are “priority profiles".  Think of these profiles as the “business rules” that are defined by your helpdesk - they are your service level agreements.  These profiles are “run” at regular intervals against your HelpMaster database and can perform a wide variety of functions with your helpdesk data.


rule based escalation engine


Profiles are created via a wizard that will guide you through each stage of the process.  Once they are operational, the Priority Manager will keep a close eye on your HelpMaster database and enforcing the rules that you have specified.


You work in business hours - so does the Priority Manager

Unlike many other helpdesk solutions on the market today, HelpMaster keeps track of the actual "business hours" that have elapsed since a job was logged.  System administrators can configure each day of the week to specify the start and end time of each day, as well as any holidays or non-work days that affect your business.  Once this has been done, the Priority Manager can use this informatin to work with jobs in "Office time".

This gives you great control and insight into your service level agreements.


Stop the clock per ticket status

Each job status code has a "Stop the clock" indicator.  By checking this, the clock will stop ticking for the duration that the ticket is in this job status.  This makes it very easy to create and calculate service level agreements that rely on an "us" and "them" approach.  Perfect for managing expectations, SLAs, escalations and internal business operations.