Service Level Agreements (SLA)

Service Level Agreements (SLA) are commitments you make with your customers to outline how a service is delivered. It bolsters trust between you and your customers as it makes clear what needs to be done, to what standard, and when.

Create your policies

First, enable the feature on the settings of the team you would like policies to be applied, going to Helpdesk ‣ Configuration ‣ Helpdesk Teams.

Create your policies through the team’s settings page or go to Helpdesk ‣ Configuration ‣ SLA Policies.

Choose to which Team the policy is relevant and the Minimum Priority a ticket needs to have for the policy to be applied.

Select the Customer to whom policy is applied and choose the relevant Issue Type.

Target is the stage a ticket needs to reach within the period defined to satisfy the SLA. Response Time is the time a response should

be given after ticket creation and the Resolution Time is the time a ticket should be resolved.

Helpdesk Tickets

Go to Helpdesk ‣ Helpdesk ‣ Tickets.

Related Partner is the customer to which policy relates. Based on Helpdesk Team and Priority SLA policy will be applied.

If two SLA has the same priority as the other closest deadline of all SLAs is the one considered.

Stage History

It shows time history of ticket’s stages i.e Start Time shows the time of starting stage and End Time shows the time of stage reached.

Pause Time shows how long ticket stay in Hold stage and Reporting Time is the time that indicates the ticket has been resolved.

SLA Analysis

Go to Helpdesk ‣ Reporting ‣ Helpdesk Report. Apply Filters and Group by to identify tickets that should be prioritized and keep track of upcoming deadlines.