Service Level Rules
Setting up the criteria for your Service Level Agreements (SLAs) can be done after you've created the levels or names of the SLAs you wish to have.
Add Service Level Rules
As you can see, the examples we have chosen to reflect Silver, Gold, Platinum etc. You can use whichever levels you wish to suit your sales teams or marketing values or perhaps something completely unique to your business or brand.
This form lets you select which of the criteria the Tickets being submitted need to meet in order to meet the SLA provided.
Ticket Types: First you'll want to determine which tickets your SLA target applies to. If a ticket matches all of the criteria you set here it will be affected by this SLA Level. So first you'll match on Ticket Types. You can select as many Ticket Types as you wish here, and when any one of these Ticket Types are created then they will be under this SLA Rule.
Ticket Categories: Ticket Categories are a way to categorise Ticket Types. For example you can have a Ticket Type be an IT Request and a category of that might be that the ticket relates to a faulty piece of equipment that needs attention, a sub category of that might be the type of faulty equipment perhaps a Monitor. You can set up your SLA to take these categories into account. Perhaps this category has a longer fix time therefore you can set the SLA expectations to reflect this.
Ticket Sub Categories: Sub Categories give you another level of customisation that can help suit your Help Desk model. If you have a multi faceted service that you offer your clients we give you the tools to help you help them.
Urgencies: Another area of criteria that you can set for your SLA is the Urgency that the Ticket has been set as. As with Impacts above you can choose whichever Urgency that you want to match the SLA to, if you only want to trigger the SLA when a Ticket with the highest Urgency is submitted then only select your highest Urgency in this section.
Impacts: If you only offer an SLA for Tickets with a certain Impact then you can select them here. Some support desks will only offer a resolution or fix within a set time to tickets of high Impact, covering situations where there is a financial implication. In that case you would only select the Impact that would apply. You of course can choose that your SLA covers Tickets of all Impacts.
The Match Criteria above can be used individually to create a very tailored SLA for example you could set up an SLA just for each individual Impact, where High tickets are responded to within 2 hours, another one for Medium Tickets perhaps at 4 hours and Low tickets set at 6 hours. The combinations you are able to create with the custom SLAs here are endless and there is no limit to the number of SLAs you can create.
Target Hours: This is where you set the target hours and targeted percentage success rate for this SLA. If you have a Service Level Agreement to resolve a customer Ticket within 4 hours of the ticket being posted then this is where you'll add these parameters.
First Response Hours: This is a number field for you to input the number of hours you're committing to giving a first response on a raised Ticket. This is a first response only, nothing more.
Target % for First Response Hours: This is the percentage of matching Tickets you wish to not breach this target. You can set this as loosely as your SLA guarantee allows. For some businesses offering a strict SLA, with financial penalties this feature is important to ensure any breach is treated with the strictest
Next Reply Hours: This is the number of hours after the last customer reply in which an agent needs to reply. This could come after the initial first response (if you have one set up for first response), so when it comes back from the customer...this is the number of hours you'll have to respond.
Target % for Next Reply Hours: This is the percentage of matching Tickets you wish to not breach this target.
Resolve Hours: This is the number of hours that you aim to have the Ticket Resolved. This should only be used if your SLA guarantees a Resolution time.
Target % for Resolve Hours: This is the percentage of matching Tickets you wish to not breach this target.
SLA Preferences / Schedule
If your SLA only applies to certain times during the day, this is where you can set which Working Hours Schedule the SLA will run during. If this SLA is only available during your normal working hours then choosing the Working Hours from the dropdown that covers this is important, otherwise the hours that your support desk is unmanned will count towards the Target Hours.
Resolve Pause: Pausing the Resolve timer when the ticket is not waiting for an agent. If your SLA has a resolution guarantee then you'll most likely want to pause the timer when the Ticket is sitting with the Customer as this reduces the amount of time your Agent has to resolve the issue. If this doesn't suit your SLA simply use the toggle to switch it off.
Each Service Level, for example Bronze, Silver & Gold, can have multiple Service Level Targets. For example you could have one for each Ticket Type & Urgency/Impact. Meaning Ticket Type "IT Support" with Urgency "High" and Impact "High" might have a different hourly target to reach so would have different Service Level Targets set up.
There are no limits to the complexity of your SLA targets, no limit to the number of targets you have set up and no limit to the number of Service Levels you have offered in your system.