Configuring service-level agreements

Service-level agreements (SLAs) help you ensure that tickets are responded to by agents in a timely manner. They allow you to set company standards for the handling and resolution of tickets, to ensure user satisfaction.

  • You can create specific SLAs for specific ticket types, priorities, sources or users.
  • An SLA specifies how quickly an agent should respond to a ticket and how quickly a ticket should be resolved, i.e. set to the Closed state. Built-in or custom filters, reports or widgets can be used to find tickets where SLAs are not respected.
  • In the example below, agent Daniel has another 8 days to get the ticket that was assigned to him resolved.
    ticket SLAs

Configuring SLAs

To create and configure service-level agreements, do the following:

  1. Browse to the following section of the web console: Configuration\General Settings
    General Settings menu
  2. Submit your company's opening hours in the Business hours section of the page. SLAs can (optionally) be made to take these office hours into account.
    submitting your office hours
  3. Delete the built-in SLA and then hit the Add SLA button in the Service-level agreement section of the page to create your own SLA. Alternatively, adjust the built-in SLA to suit your needs. If you create multiple SLAs and a ticket meets the criteria of all of them, the first SLA in the list will be applied to the ticket. The SLA list can be rearranged using the green arrows.
    creating a service-level agreement
    - Name: SLA name.
    - Initial response time: how quickly an agent should send an initial public reply to a ticket. If a ticket was created by a user, the initial response time will stop running as soon as an agent posts a public reply to the ticket. If a ticket was created by an agent, the initial response time will only stop running if another agent posts a public reply to the ticket.
    - Resolve time: how quickly a ticket should be resolved, i.e. set to the Closed state.
    - Hours: determines whether the SLA will run during calendar hours or only during business hours. Consider a scenario where your offices are open Monday through Friday, 8AM to 6PM, and your initial response time is 3 hours. A ticket that is created at 5PM on a Monday will need to be responded to by 8PM on Monday if you choose calendar hours, by 10AM on Tuesday if you choose business hours.
    SLAs only run during workdays, even if you choose calendar hours. If your offices are open Monday through Friday, 8AM to 6PM, and your initial response time is 3 hours, a ticket that is created at 11PM on a Friday will need to be responded to by 2AM on Monday if you choose calendar hours. If you choose business hours, the ticket will need to be responded to by 11AM on Monday.
    - Enabled: check/uncheck this box to enable/disable the SLA.
    - Targets: the ticket types, priorities, sources, users, Active Directory user departments, Active Directory user companies the SLA should be applied to. The SLA will only be applied to tickets that meet all of the specified criteria.
  4. Hit Ok. Whenever a ticket is created that meets the criteria you've specified, a countdown timer, visible only to agents, starts running on the ticket page. First, the initial response time starts running. When an agent's sent his first public reply, the initial response timer stops and the resolve timer starts. You can open the built-in SLA Overtime filter to find tickets where SLAs are not respected. Built-in or custom reports and widgets can be used as well.
    finding SLA violations

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