Overview

An SLA policy, or service level agreement, outlines the specific targets for response and resolution times a support team commits to meeting for its customers. For instance, it may stipulate that high-priority customers receive a response within 10 minutes and their issues are resolved within 2 hours.

When a request is made, the platform triggers a pre-configured SLA time clock. This clock remains active and indicates the time left or overdue for an SLA breach.

• First response SLA: The First Response SLA tracks the time it takes to respond to a customer's initial message. This metric measures the duration from when the customer first contacts you to when they receive their first response.
• Resolution SLA: The Resolution SLA tracks the time it takes to resolve customer requests. This metric measures the duration from the customer's initial contact to the closure of the request.

🚧

Resolution time (aka Full resolution time) is calculated as the absolute time between ticket creation and ticket resolution, irrespective of whether the ticket was On-hold or Escalated in between.

Configuration

Head over to Settings > SLAs & working hours and enable.

↗️

Learn more about setting up SLA alerts on Slack

Working hours

Working hours enable users to set specific operational hours to track SLAs accurately.

Steps to configure working hours:

Activate working hours:

• Toggle the "Working hours" switch to enable the feature.

Configure working days:

• Select the days of the week you wish to configure by checking the corresponding day boxes (Monday to Friday).
• To set different working hours for each day, enable the "Configure different working hours for each day" option by checking the box.

Set working hours:

• For each selected day, use the dropdown menus to specify the start and end time (e.g., 08:00 AM to 07:00 PM).
• The default time is 08:00 AM—07:00 PM, but it can be customized according to your needs.

Select timezone:

• Choose your preferred timezone from the "Select timezone" dropdown to ensure accurate scheduling across different regions.

Note: Disabling the "Working hours" toggle will remove all set configurations and revert to default operational settings.