SLA Timer

Burcin Topal

SLA Timer

10 February 2021 , New Features

What is SLA and why is it a good feature to have in tickets? Service Level Agreements, or SLA's, refer to the time taken to respond to an issue being raised. With this agreement, we can outline the level of service promised to our customers. For this reason, having track of time elapsed on opened tickets is a great feature to have.Here's how it works at CloudOffix:

So, we have opened a ticket and we want to resolve it within a certain timeframe. We can count down how much time has passed since we opened the ticket and we have responded to it. This timeframe is 24 hours maximum.

To begin, click on the Tickets button following any of the ways shown below:

SLA Timer

Create a new Ticket and fill in the fields.

SLA Timer

Click on the SLA Tab, tick the SLA Active checkbox, set your rules, or choose one you have set earlier, and fill in the rest of your settings.

Make sure to click Save. 

SLA Timer


Once you have set your timer, saved your settings, and came back to the Support Tickets view, you can see the time elapsed on the timers of the tickets.
 

SLA Timer


Once If the elapsed time goes into negative, then the color of the timer changes from green to red, as shown below: 

SLA Timer

 

Why not try this fabulous feature for yourself here.