SLA (Service Level Agreement) - SupportCandy

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Pricing
Extensions
Integrations
Support
My Account
Other Plugins

Getting Started

11

Installation
Setting up support pages
Add support agents
Enable email notifications
Enable guest tickets
Enable public tickets
Enable user registration
Enable OTP Login
Shortcodes
Translation
License Activation

Support Agents

2

Agent Roles
Agents

Custom Fields

5

Ticket form fields
Ticket fields
Agent only fields
Customer fields
Custom field types

Customer

3

General
Customer Management
Customer Fields

Ticket List

6

Ticket list items
Ticket list filter items
Default filters
Saved filters
Ticket list settings
Ticket list advance settings

Dashboard

3

General
Dashboard Cards
Dashboard Widgets

Email Notifications

5

Email notification settings
Ticket notifications
User registration OTP
Guest login OTP
Macros

Settings

10

General settings
Page settings
File attachments
Thank you page
Ticket categories
Ticket statuses
Ticket priorities
Ticket widget settings
Rich text editor
Working hours

Miscellaneous Settings

4

Terms & conditions
GDPR
Google reCaptcha
Advanced settings

Rest API

11

Authorization
Tickets
Customers
Agents
Current User
Categories
Priorities
Statuses
Custom fields
Attachments
Ratings

Email Piping

10

General settings
IMAP Settings
Gmail Settings
Email piping rules
Allowed user type warning
Allowed new email warning
Allowed reply email warning
Closed ticket warning
Microsoft Exchange
Google Workspace Email

Ticket Tags

3

Tags
General Setting
Tags Widget

SLA (Service Level Agreement)

4

General settings
SLA Policies
Out of SLA email notifications
What is SLA?

Assign agent rules

2

General settings
Assign rules

Schedule Tickets

3

General settings
Add a new schedule ticket
One-Time Scheduled Ticket

Satisfaction Survey

4

General settings
Add new rating
Email templates
Customer feedback

Agentgroups

2

Add a new group
What is Agentgroup

Usergroups

4

General settings
Add a new usergroup
Usergroup Field
What is Usergroup

Canned Reply

2

Canned reply categories
Add a new canned reply

Automatic Close Tickets

2

General settings
Email notification templates

Timer

2

General settings
Timer widget

Export Tickets

2

General settings
Select export fields

Reports

6

General settings
Ticket statistics
Response delay
Ticket closing delay
Communication gap
Other Reports

Private credentials

1

Private credentials widget

Print Ticket

2

General settings
Template

Woocommerce Integration

3

General settings
WooCommerce Widget
WooCommerce Custom Fields

EDD Integration

2

EDD Custom Fields
EDD Widget

Gravity Forms Integration

2

Add a new mapping
How the Integration works

FAQ Integrations

1

General settings

Knowledgebase Integrations

1

General settings

Slack Integrations

2

Slack Integration
How it works

Workflow/Automations

3

General
Automatic Workflow
Manual Workflow

LMS

4

LMS Custom Fields
LMS Widget
General Setting
What is LMS Integration

Agent Collision

1

Agent Collision

Webhook

2

General
Triggers and logs

Email Marketing Tool Integration

4

General
Configure MailChimp
Configure GetResponse
Configure Brevo(SendinBlue)

Productivity Suite

6

General
Checklist
Ticket Templates
To-Do List
Pin Tickets
Close Ticket Silently

Home
Docs
SLA (Service Level Agreement)

SLA (Service Level Agreement)

What is SLA?
General settings
SLA Policies
Out of SLA email notifications

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