Creating New SLA Policies

Set performance standards for your support team by creating Service Level Agreement (SLA) policies. SLA policies allow you to define response and resolution time targets and apply them to tickets based on your own criteria.

For each policy, you can set different time targets depending on the ticket's priority level. If you don't want the time targets to be measured at all times, you can set custom hours. Use breach rules to assign ticket or send notifications to team members when the SLA policy is missed or close to being missed.

Tip:

Create several SLA policies to fulfill the needs of various support scenarios.

Step 1 | Create Details and Conditions for the SLA Policy

Set the details and conditions that determine when to apply the SLA policy to tickets.

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Step 2 | Set Operational Hours & Targets

Set the days and hours during which the policy's time targets will be measured. Then set the response and resolution time targets for each ticket priority level.

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Step 3 | Set SLA Breach Rules

You can add breach rules to specify what happens if the SLA targets are breached (missed), or are about to be breached. Setting SLA breach rules are optional.

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Click the If drop-down and select the SLA target type that will trigger the rule when breached, or about to be breached.
- First reply target: The target time for replying to the customer's first message.
- Next reply target: The target time for replying to each of the customer's replies.
- Resolution time: The target time it should take to resolve or close the ticket.
- All time targets: All the time targets set for the SLA policy.
Click the Is/Are breached drop-down and select an option:
- Is/Are breached: Apply the rule when the If target type is breached.
- Is/Are about to be breached: Apply the rule when the If target has less than 20% of its time remaining before it is breached.
Select the ticket priority level(s) the rule applies to (High, Normal, and/or Low).
Select the action that will occur from the Then drop-down:
- Send email: Send an email notification to a team member or group:
  1. Click the These agents drop-down and choose who you want to send an email to (These agents, These groups, or The company's account manager).
  2. (For agents or groups) Click the Select agents/groups drop-down and select the agent(s) or group(s) that will receive an email.
- Send in-app notification: Send team members a notification in their Notifications feed:
  1. Click the These agents drop-down and choose who you want to send a notification to (These agents, These groups, or The company's account manager).
  2. (For agents or groups) Click the Select agents/groups drop-down and select the agent(s) or group(s) that will receive a notification.
- Assign ticket: Assign the ticket to a team member or group.
  1. Click the This agent drop-down and choose who you want to assign the ticket to (This agent, This group, or The company's account manager).
  2. (For agents or groups) Click the Select an agent/group drop-down and select the agent or group the ticket will be assigned to.
- Send to external endpoint: Send a notification to another device. Enter the URL for the HTTP endpoint.
(Optional) Click Add Breach Rule to add another breach rule to the policy. Then repeat the steps above.
Click Create Policy.

Managing your SLA policies:

Activate, deactivate, sort, edit, duplicate, or delete SLA policies from your SLA Settings. Learn More

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Creating New SLA Policies

Step 1 | Create Details and Conditions for the SLA Policy

Step 2 | Set Operational Hours & Targets

Step 3 | Set SLA Breach Rules

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