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CloudOffix/Platform/Helpdesk Cloud/SLAs and Approvals
SLAs and Approvals

Keep every promise you make to customers.

CloudOffix Helpdesk tracks response and resolution times against your SLA policies, escalates before a deadline is missed and routes tickets for approval when a decision is needed.

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Keep every promise you make to customers.
SLA policies

Targets that match the priority.

01

Rules by priority

Each SLA rule sets how fast a ticket of a given priority must be resolved.

02

Business hours or 24/7

Timers count working hours, including leaves, or run around the clock.

03

Response and resolution timers

Time to response, time to resolve and resolution time remaining on every ticket.

04

Escalation alerts

Email alerts a set time before or after a deadline, to the people you choose.

Approvals

Decisions on the ticket, not in the inbox.

When a request needs sign-off, the ticket waits for approval. Approvers accept or reject from a link, and the ticket moves on with the decision recorded.

  • 01Awaiting, accepted and rejected states
  • 02Approve or reject from a link
  • 03Decision kept on the ticket
Helpdesk Cloud

Explore Helpdesk Cloud

Helpdesk CloudTicket ManagementHelp CenterBillable SupportAI Voice AgentIT Assets

Never miss an SLA again.

Book a demo to see SLA timers, escalations and approvals on live tickets.

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