SupportCandy SLA

Support teams can set multiple SLA policies to define how quickly tickets should receive a first response and a resolution. Rules can vary by ticket priority, type, or other conditions, allowing different timeframes for urgent issues and routine requests. The add-on applies the relevant policy based on ticket details and activity.

SLA times are calculated and displayed on tickets, while active policies are tracked as tickets change. Agents can use the deadline information to guide their work, and email alerts can notify support staff or supervisors when a ticket goes out of SLA. The add-on fits teams that manage customer requests through SupportCandy and want clear deadlines within their ticket workflow.

Features

• Custom SLA policies: Create multiple SLA rules based on ticket priority, type, or other conditions, with response and resolution timeframes suited to different support scenarios.
• Automatic SLA calculation: The add-on calculates and displays SLA times on tickets, giving agents deadline information as they handle support requests.
• Active deadline tracking: Track deadlines as tickets evolve, with the add-on checking active SLA policies to monitor response and resolution timeframes.
• Missed-deadline alerts: Set email alerts for out-of-SLA events so support staff and supervisors can be notified when a ticket misses its deadline.
• Ticket-based policy rules: Apply the most appropriate SLA policy automatically using ticket details and activity, including criteria such as priority or ticket type.
• SupportCandy ticket workflow: Use SLA management as an extension of the SupportCandy ticketing system, adding deadline rules and tracking to the existing ticket workflow.

Best for

• Support teams using SupportCandy
• Businesses managing customer support tickets
• Teams with different ticket priority levels