Service level agreements (SLA's)
A SLA is a Service Level Agreement, an agreed level of quality.
When dealing with helpdesk communication not all expectations are the same. Email is slower but more information per message while a chat can have a large amount of messages and the expectation is of receiving fast replies.
Create multiple SLA's, each with it's own characteristics. You can Start a SLA based on:
- The Channel used
- Which labels are present
- State conditions
And for the power-users; You can also specify to skip a SLA based on labels or State conditions
Having a special event which requires top notch performance? Setup a SLA to only trigger for your event by adding a from-to period to it or only trigger on certain labels!
The agreement
Each inbound message must be responded to within a certain time. This can be a few minutes or maybe a few hours or even a number of days. When there are multiple inbound messages after each other only the first counts.
Setup
Configure your response time, once the SLA is active it will measure if a reaction was given in time.
- Time to respond
- When to start the countdown clock in the ticket
The countdown clock is visible in the ticket list as a timer. When multiple SLA's are active on the same ticket the timer which will expire first is presented
The agreement
The ticket must be completed within a certain amount of outbound messages.
Setup
Configure the maximum amount of messages wherein a ticket must be completed, once the SLA is active it will measure if it succeeded. This type of SLA can only fail or succeed once per ticket.
- Maximum amount of outbound messages
On failure
When the Service Level is not met it "fails" Here you can configure:
- If the failure is shown in the ticket timeline
- Who must be notified via which types of communication
Notifications
configure notification rules - Choose one or more users & teams to receive the notification _ Choose wether to be notified via a notification or E-mail