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.

Target is the stage a ticket needs to reach within the period defined to satisfy the SLA. The period is based on the ticket’s creation date, and a deadline is set on the ticket’s form once it matches an SLA policy rule. If a ticket has more than one policy applied to it, the closest deadline of all SLAs is the one considered.

When a ticket has satisfied an SLA policy, the SLA tag appears in green and the deadline field is not shown anymore.

SLA Analysis

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

See also

• Allow Customers to Close their Tickets