Transcript:
Service level agreements, or SLAs, allow you to apply response and resolution time policies and targets to your incoming tickets.
Here you can see I’m in the service level breaches view here. You can see the breaches and you can also see how these different tickets are grouped by the SLAs. These ones are not in an SLA. These two are.
Let’s look at how to modify the service level agreements in your account. Click the administration option, click tickets, and scroll down.. Here you’ll see the SLAs section. If you’d like to remove an existing SLA you can delete it here. You can also edit an existing SLA by clicking the pencil icon. Let’s create a new SLA policy here by clicking “create SLA” and completing the form.
This form consists of a name and a grid of priorities versus response times. For example, you may want your first reply time of a one-star ticket to be within two hours but a five-star ticket to be within only one hour. If a cell in this grid is left blank it is considered to have no policy. Save the SLA and it shows up here on your list.
Now you have the policy in place. You need to assign it to incoming tickets. For that we have “workflow automations”. Here you can see there’s already a pre-created one which is called “create any ticket add to sample SLA”.
Let’s take a look at the details of that one. I click edit and here you can see it’s pretty straightforward. For any ticket type, when it’s created, it’s changed to “Sample SLA”. In many cases you want something a little more nuanced. For example, you might want this applied only to the tickets from a specific company so in that case you’d add an extra filter option here. I would select a certain requester organization. So this SLA would only be applied to tickets from that organization. Of course, you can choose which SLA policy it gets applied to, so I could select the SLA we just created instead.
When this rule is saved and enabled then when a ticket arrives in the system that meets that criteria it’ll be applied to the specific policy that you set. You can create many SLAs and apply them to tickets of various conditions to meet your needs.
Now, when the policy breach is approaching you can also create a workflow automation to inform users if or before the breach occurs. If you select show disabled automations, there is an automation that is turned off by default. You can enable, edit or recreate this automaton. Let’s look at automation. This automation runs 75 minutes before the breach, and sends this email template you can edit this automation to your needs. When this is turned on, the agents who are assigned to a ticket that is about to be in breach of this policy will receive an email notification so that they can respond in time before they breach the policy.
See our articles or videos for detailed information on creating email templates as well as workflow automation. And if you have any questions, please reach out through live chat or at support@onedesk.com