To ensure great employee experience and keep track of your team's performance you can set up SLAs to ensure timely response and resolution of requests.

Setting up SLAs

Each SLA rule is set up for a team, and optionally also for one or more categories. For each team you can have at most 1 general rule, and then at most 1 rule for each of the categories.

With each rule you can set a goal for first response and request resolution.

  • First response measures the time between request creation and first reply that is not from the employee
  • Request resolution measures the time between request creation and request resolution, excluding any time spent in the Waiting status.

Additionally, both SLA goals are only measured within your team's working hours.

If there are both general, and category-specific rules set up, the stricter one takes precedence.

⚠️ SLA rules are considered independent - general rule (without categories) will not be considered as a fallback for category-specific rules. That means if a category-specific rule does not have one of the goals set and the general rule does, the general won't be considered for requests of that specific category.

Getting notified about SLAs

Indication about the SLA status of each request can be found both in the request list, as well as in the request detail.

Request list

A notification badge will be shown if the request is close to a SLA breach, which means there is less than 20% of the SLA goal remaining. This badge will show the exact time time left to respond / resolve the request.

A SLA breach badge is shown once the request breaches the goal, i.e. the time remaining is 0.

If both goals apply to the same request, we will always show the more urgent of them, i.e. the one with less time left.

Request detail

Details about SLAs are shown in the SLA tab you can access in the side-panel. An indicator will be shown in case the request is close to breach (yellow) or have already breached the goal (red). As in the case of the badge, the more urgent status takes precedence.

When you open the SLA tab you can see the details of the goals that apply to the request:

  • What are the rules that apply
  • For active and paused goals – How much time is left
  • For breaching goals – How much is the goal overdue
  • For completed goals – How long did it take to complete the goal
  • The status of the SLA – active / paused / breaching, achieved / missed

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