SLA – Service Level Agreement
Service level agreements allow you to add SLA’s for your cases.
There are 4 causes to perform action on case
- When a case is not assigned to anyone.
- When a case is not updated by anyone.
- When a case is closed.
- If the customer is not updated through an email regarding the case.
You can perform actions like reassigning the cases and/or email to the concerned manager or employee.
Create SLA
- Click on “Create” button to create new SLA.
- Provide “SLA Name” and add “Events”.
- Select the status of the case.
- Set the period for actions to be performed.
- Set the action either “Re-Assign” or “Email” to “Manager” or “Team”or “Employee”.
Enable SLA to a Case
- Once you’ve created SLA, go to “Priorities” setting.
- You can view columns of priorities and SLA Name.
- Click on “SLA Name” against your default priority name.
- You can able to view the drop down with SLA names.
- Select your preferred one.
Define SLA in creating case
After configuring the SLA and Priority setting, create a new case with pertained information.
Automatically you can view the “SLA Name” in cases creation page as shown in the image below:
Work flow of SLA
For instance:
We have created SLA in the name of “Turn Around Time” SLA holds events as sectioned below:
Event 1
When case is not assigned to anyone after 5 minutes the case should be reassigned to an employee “Mark Henry” and email should be sent to “Contact Team”.
Event 2
When case is not updated by anyone after 10 minutes the case should be reassigned to an employee “Sofia Meyer” and email should be sent to “Contact Team”.
Event 3
When the customer doesn’t update by email after 15 minutes, an email should be sent to an employee “Sofia Meyer”.
Event 4
When the case is not closed, the case should be reassigned to a team “Support” and email to “Manager”.
You can view the created SLA as shown in the image below:
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