SLA (Service Level Agreement) – SupportCandy

What is SLA?

Pradeep Makone — Wed, 30 Nov 2022 11:46:02 +0000

SLA stands for Service Level Agreement you may wish to set between you and your customers. For example, you may need to set the below scenario for your ticket workflow:

First, a new ticket must be replied to within 8 hours.
You must respond within two days when the customer returns to the ticket.
Finally, the ticket must be closed within ten days from the date created.

If everything happens in the given time, it is called “Within SLA”; if it violates the time restriction, it is called “Out of SLA”.

You can set different conditions to apply the SLA to the ticket from time to time whenever some modification happens. These conditions are called “SLA Policy”.

You can set multiple SLA policies. If multiple SLA policies are valid for the ticket, the policy with the nearest time among them is applied.

You can also set email notifications to the “Out of SLA” event for the ticket, which will send email notifications when a ticket goes out of SLA.

General settings

Pradeep Makone — Fri, 29 Jul 2022 08:31:56 +0000

Support → Settings → SLA → General settings

You can change the color for the “Within SLA” and “Out of SLA” tags. This tag is shown in the ticket list (if added) as SLA and within the SLA widget of an individual ticket.

SLA Policies

Pradeep Makone — Fri, 29 Jul 2022 08:32:18 +0000

Support → Settings → SLA → SLA Policies

You apply a service level agreement (SLA) to a ticket to specify the service commitments that must be met either by the service provider or the customer.

Time

Define the time in which the course of action should be completed.

Calculate From

Calculated from is the starting point of your SLA timer.

Date Created: The targeted time is calculated from the date created time. For example, the ticket must be closed within ten days after creation.
Date Updated: The targeted time is calculated from the last update time of the ticket. For example, agents must reply to the ticket within two days after the customer post a reply to the ticket.

Conditions

Conditions, when satisfied, the policy is selected to apply on the ticket.

For example, you may wish to set the SLA of two days when the customer just replied to the ticket and the ticket category is “Technical Query”. You can set conditions as given below:

Choose the relation as “AND” so that policy is selected only when both conditions are satisfied.
Click the “Add New” button.
We assume that you have set the “Awaiting agent reply” status when the customer replies to the ticket.
Select the “Status” equals “Awaiting agent reply”.
Click the “Add new” button to add one more condition.
Select the “Category” equals “Technical Query”.

Out of SLA email notifications

Pradeep Makone — Fri, 29 Jul 2022 08:32:42 +0000

Support → Email Notifications → Ticket Notifications

You can create a new notification which will be sent whenever any SLA policy time is over. You can create a new notification at Support > Email Notifications > Ticket Notifications > Add New > Trigger: Out of SLA.

Setting up conditions is optional for this notification.

You can edit the subject and email body as per your requirement, and also add recipients.

This notification will be sent for all the SLA policies, you can create multiple notifications for SLA by adding conditions to differentiate between them. For example, if you want another Out of SLA notification only for the Marketing category then please create a notification with the same trigger and add a condition category equal to Marketing.