SupportCandy SLA Addon GPL v3.1.0

SupportCandy Service Level Agreement (SLA) Addon GPL Overview

The SupportCandy SLA Addon enhances your support ticket management system by allowing you to track and manage Service Level Agreements (SLAs) for each ticket. With this add-on, you can set specific SLA policies based on ticket activities (such as ticket creation, status changes, or replies) to ensure that your team meets response and resolution times.

Key Features of the SLA Addon

1. SLA Policies Setup

• Create custom SLA policies with conditions and time limits for various ticket activities (e.g., ticket creation, status changes, or replies).
• Set different time thresholds based on the priority or category of the ticket.

2. Automated SLA Tracking

• The add-on automatically tracks SLA compliance by checking the relevant policies whenever there is any activity on a ticket.
• As soon as a ticket activity occurs (e.g., creation, status change, or reply), the system checks the applicable SLA policy and applies the corresponding time limit.

3. Overdue Ticket Tracking

• Easily track overdue tickets by sorting them based on SLA timings.
• Set default sorting in the ticket list settings so that overdue tickets are automatically highlighted, helping your team prioritize actions.

4. Improved Customer Satisfaction

• By adhering to SLA policies, you ensure that tickets are responded to and resolved within the specified timeframes, leading to higher customer satisfaction.
• Helps keep track of response times and resolution times, ensuring your team is meeting customer expectations.

5. Flexible SLA Conditions

• You can define SLAs based on ticket status, type, priority, or other conditions, offering a high level of customization to meet your business needs.

Benefits of the SLA Addon

• Efficient Ticket Management: Automatically applies SLA policies to tickets based on their activities, ensuring that nothing slips through the cracks.
• Increased Accountability: By tracking SLA compliance, your team is held accountable for meeting response and resolution time expectations.
• Enhanced Customer Experience: Meeting SLAs helps improve customer satisfaction by ensuring timely responses and resolutions.
• Easy Monitoring: Overdue tickets are easily identifiable, allowing you to take immediate action and improve service levels.

Conclusion

The SupportCandy SLA Addon is an essential tool for businesses that want to ensure their support team meets defined response and resolution times. By automating SLA tracking and prioritizing overdue tickets, it helps improve the efficiency of your support operations and enhances customer satisfaction. This add-on is perfect for any business looking to implement and enforce service level agreements in their support ticket system.