Service Level Agreements (SLA) are agreements between businesses and customers on service standards. For example, if a customer submits a complaint request, the business commits to resolving it within 1 hour.

To use this feature, follow these steps:

Add SLA

Go to Menu/ SLA/ Add SLA

(1) Enter the SLA name.

(2) Meet all conditions: The ticket must satisfy all conditions in this section.

(3) Meet any condition: The ticket must satisfy all conditions in section (2) and at least one condition in this section.

(4) SLA rules: Define the SLA time for each priority level.

(5) Working hours: Choose whether to calculate SLA based on the Business Hours or Calendar Hours

How is SLA displayed in a request?

When a request meets the SLA conditions, the system will start a countdown based on the predefined SLA time.

Additionally, SLA is also displayed in the Ticket view: From the ticket list, you can quickly identify which tickets are overdue and which are not.