Manage SLA Policies Follow

In Salesmate, you have the flexibility to establish multiple Service Level Agreement (SLA) policies tailored to your business needs. These policies can be applied and enforced on tickets, taking into account various criteria such as customer segments, company classifications, or specific ticket attributes.

Topics Covered:

• How to Create an SLA
• How to Edit SLA
• How to Clone SLA
• How to Delete SLA

How to Create an SLA

To create an SLA policy,

• Navigate to the Profile Icon on the top right corner
• Click on Set Up
• Head over to the Modules category
• Click on Tickets

• Head to the SLA Policies section
• Click on Add New Policy to create a new policy

Here, you would need to enter the following details,

• Name - Enter an appropriate name for the policy
• Description - Enter the brief description explaining the Policy you are creating.
• Configure SLA Trigger conditions - Mention the Condition to determine when the Policy should be applied. 

• Configure SLA Target - Set SLA policies for the time within which users should respond to, and resolve tickets based on ticket priorities. Learn More
  • Priority 
  • First response time
  • Every response time
  • Resolution time
  • Operational Hours
  • Escalation

• Notify Users of approaching SLA deadlines - Set Up reminders to notify Users when the SLA is approaching the deadlines. You can choose single or multiple active Users/Teams to be notified
  • When - Choose the Metric for when the User should be notified
  • Approaches in - Select the Time for the User to be notified
  • Send Reminder to - Select the User/Team that should receive a Notification while the deadline is approaching

• Send escalation when  SLA is breached - Set Up escalation to send an alert to the Users when the SLA is violated. You can choose single or multiple active Users/Teams to be notified.
  • When - Choose the Metric for when the User should be notified
  • Is not met, escalation - Select the time to send an alert
  • To - Select the User/Team that should receive an alert when SLA is breached

How to Edit SLA

To Edit SLA,

• Navigate to the Profile Icon on the top right corner
• Click on Set Up
• Head over to the Modules category
• Click on Tickets

• Find the required SLA from the already defined SLAs.
• Click on the three dots (active menu) and choose the EDIT option.

• Make the Necessary changes and click on Update to save the changes

How to Clone SLA

To Clone SLA,

• Navigate to the Profile Icon on the top right corner
• Click on Set Up
• Head over to the Modules category
• Click on Tickets

• Find the required SLA from the already defined SLAs.
• Click on the three dots (active menu) and choose the Clone option.
• Make the necessary changes if required and hit on Save

How to Delete SLA

To Delete SLA,

• Navigate to the Profile Icon on the top right corner
• Click on Set Up
• Head over to the Modules category
• Click on Tickets

• Find the required SLA from the already defined SLAs.
• Click on the three dots (active menu) and choose the Delete option.

• Confirm the Action to continue Deleting the SLA