SLA And Escalations

Setup Help Desk SLA – Service Level Agreements Rules and respond tickets in a timely manner. SLA allows you to keep check of response time of your staff members and also draw SLA reports to see how your staff members are performing.

With Ticket Escalations you can take Action if SLA is failing or your tickets are getting overdue.

Company Work Schedule

This is your company working hours – based on this schedule your SLA time is calculated. You can create different schedules for different companies.

Setting SLA Plan

SLA normally are part of a contract between a customer and a service provider.
Example, A SLA between Webhosting Company and its customers could be –15 minutes response time & 1hour resolution time.

Apply SLA Plan Using Workflow Rules

Using Workflow you can automate your ticket flow – Workflow allows you to add SLA Plans on various criteria.