SLA's (Service Level Agreements) are a set of guidelines for handling tickets that can be setup within your helpdesk and/or with your clients and then monitor whether they are been adhered to. Client Service Level Agreements are for clients that are paying for a certain level of support. Internal SLA's, are generally used to maintain the high standard of service that is afforded to all of your clients.
SLA monitoring status:
- Tickets close to or failing an SLA are highlighted in the Agent Interface: Tickets on warning are edged amber
- Tickets that have failed are edged red
- SLA's are able to run escalations to modify the Ticket status or notification settings.
One Ticket can have multiple SLAs applied. Tickets that are close to failing the goals set out in the agreement (agreed on by both the client and your organization) enter a warning state, Tickets that go beyond the agreed upon terms, have failed
Creating an SLA
To create a new SLA:
In the Admin interface,
- Go to Tickets (in the App bar)
- Select SLAs
- Click Add
Give your SLA a title that is relevant to the SLA. i.e. the Customer's name or ID tag etc.
Set Type to decide whether the SLA tracks:
- time until first response
- time until ticket is resolved
- user waiting time until ticket resolution (total)
You can use Hours to set whether time should be
- counted 24x7 (continuously)
- during default working hours (as defined in Tickets > Settings > Default Working Hours)
- during custom work hours that you define
Define an SLA Warning time (when the Ticket is considered close to failing) and a SLA Failure time (when the SLA has failed).
::: Warning The time value entered as the SLA failure option, is the total time taken since the Ticket was submitted and not the time since the SLA warning was triggered. For example, if you set a warning time of 6 hours and a failure time of 8 hours, the failure will happen 2 hours after the warning and not 8 hours after the warning. :::
Note: If you set an SLA to run during working hours (default or custom), and set a warning or failure time in days, DeskPRO will interpret “1 day” as “24 working hours”. This means that it can take two or three real days for “1 day” to elapse.
Suppose your working day is 9 hours long, and a Ticket comes in first thing. The first day counts as 9 hours on the ‘elapsed time’ clock, the second day counts as another 9 hours(bringing the clock to 18 hours passed), and the Ticket fails on the third day, after another 6 hours elapse and the required 24 working hours have passed.
If you want an SLA to count “one working day”, set it to the length of your working day in hours.
You can define actions that run automatically at warning and at failure. For example, you might want to increase the urgency or assign the Ticket to a more experienced team member if a Ticket that is about to fail an SLA, and then notify the helpdesk manager if the Ticket has already failed the SLA.
Click the "+ Action" button under SLA Warning or SLA Failure to add actions that will run on warning or failure.
Use SLA Application to set which tickets are affected by the SLA:
Apply to all Tickets: this applies the SLA to all Tickets created from now on (not existing Tickets)
Agents manually apply the SLA: agents apply the SLA from the SLAS tab of the Ticket
Apply to new Tickets that match certain criteria: you can enter conditions that Tickets must meet for the SLA to apply
A new SLA that’s applied automatically (to all Tickets, or that match certain criteria) will only apply to Tickets that are created after you make it**