How to Configure SLA Target Follow

Configure SLA targets in Salesmate for delivering exceptional customer service, optimizing team efficiency, fostering accountability, and maintaining compliance with contractual agreements

To Configure SLA Target,

• 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
• You can configure SLA Target while creating a new policy
• Click on Add New Policy to create a new policy

• Head to Configure SLA Target

Here, you can set the following details,

• Priority 
• First response time
• Every response time
• Resolution time
• Operational Hours
• Escalation

Priority

• Set the given SLA Priority as
  • Low - Tickets marked with a Low-priority SLA may have longer allowed response and resolution times compared to higher-priority items.
  • Medium - Tickets marked with a medium SLA priority usually have moderate response and resolution times
  • High - Tickets marked with a high SLA priority typically have shorter allowed response and resolution times
  • Urgent - Tickets marked with an "Urgent" SLA priority would need immediate attention and require the fastest possible turnaround for resolution.

First response time

• Choose the specific timeframe within which the Customer/User should receive an initial response once the Ticket is submitted

Every response time

• Choose the specific timeframe within which the Customers/Users should expect to receive a response each time they reply to your communications

Resolution Time

• Choose the specific timeframe within which the Tickets matching the SLA criteria should be resolved

Operational Hours

• Choose whether these response times will work based on Business or Calendar Hours

Escalation

• Choose whether an escalation reminder or violation should run for this priority. Simply enable the option for given priorities as per your business process