In customer support service, SLAs (Service Level Agreements) are time-based deadlines that you promise customers to respond to and resolve different tickets.
This add-on calculates and automatically shows the SLA time by using pre-set SLA policies so that you can keep the promises.
What is SLA Policy?
SLA policy is a set of conditions and time which, when applied, the time set in the policy is used as the SLA time of the ticket.
How does it work?
- The administrator sets different SLA policies for different types of situations. For example, the first response to high priority ticket should be given within 4 hours.
- Whenever modifications are made to the ticket, all SLA policies are checked, and the closest possible policy is applied from matched policies.
- You can set ticket notifications for the “Out of SLA” event so that email notifications will be sent to recipients if the deadline is missed.