Service Level Agreements (SLA)
Send automatic reminders when tickets break a threshold
Overview
Contact Suptask Support to get access and set up SLAs on your account.
Service Level Agreements (SLA) enables you to define how Agents should work with tickets in order to provide a good experience to requesters.
This is done by defining certain thresholds that are applied to your Inbox, where tickets need to comply by these thresholds.
Agents will automatically be notified about potential or executed breaches, making it easier to stay on top of your tickets.
SLA rules and thresholds
Priority levels: Define what Priority levels the SLA rule should be applied on. None, or Low, Medium, High, Critical
Resolution time: Time it takes to move a ticket to Closed (Solved). Calculated from when the ticket is created to when it is closed.
Reply time: Time it takes to send replies as an Agent (via the Responder channel) to Requesters. Calculated from the last reply. For the first reply, it is calculate from when the ticket was created.
Breaches, escalations and notifications
Tickets who are about to breach its SLA threshold, or faces a risk of doing so, can automatically notify Agents and other users.
Send a notification prior to a threshold breach: Define the time in minutes when the assigned Agent should be notified about a potential breach coming up.
Send a notification when a threshold has been breached: Define the time in minutes when the assigned Agent should be notified when a threshold has been breached.
Send an escalation notification: Select another user than the Agent who should be notified about the breach, for example the manager or team lead of the Agent team.
Example breach notification in:
Example escalation notification:
Custom Performance Metrics
Custom Performance Metrics is available in the Custom plan and might come with an additional cost.
Suptask allows you to customize how your performance metrics are calculated, such as the Time to Resolution.
By defining what ticket statuses you want to include or exclude from the time, you can achieve a custom calculated performance metric that is aligned according to your needs.
Example of a custom Time to Resolution (MTTR):
Open - Excluded
Assigned - Included, start to calculate from when the ticket is Assigned.
In-Progress - Included
Escalated - Included
Waiting for customer - Excluded, stop calculating when the ticket is waiting for the customer.
Closed - Stop calculation.
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