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How do I create an SLA for customer cases?

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You can create SLA policies under Settings. The Settings page is accessible only by Admin users.

Follow these steps to create an SLA:
  1. Click your display picture on the top right corner of the screen
  2. Click Settings
  3. Select SLA Policies under Support
  4. Click +Add Customer SLA
  5. Enter the following details:
    • Policy Name: Name of the SLA
    • Operational Hours
      • Business Hours if the SLA must depend on the business hours of support reps.
      • Calendar Hours if the SLA must depend on calendar hours
    • Default SLA: Enable to make the SLA default for all the cases
    • Set SLA Targets:
      • First Response within: Support reps must respond to a case within this time
      • Resolve within: Support reps must resolve a case within this time
      • Alerts: Must be enabled if support reps/managers must be alerted via before SLA violation
      • Escalation: Must be enabled if support reps/managers must be sent an escalation email when SLA is violated
    • Configure Email Alerts (before Violation) (This option is available only when Alert is enabled in the previous step.)
      • Users: Users who must be alerted before SLA violation
      • Before SLA Violation: When the email alert must be sent - number of minutes, hours, or days before SLA violation
      • Email Template: Template that must be used to send the email alert
    • Configure Escalation Email (on Violation) (This option is available only when Escalation is enabled in the previous step.)
      • Users: Users who must be sent the escalation email after SLA violation
      • If not Resolved: When the escalation email must be sent - if a case is not resolved within certain minutes, hours, or days after SLA violation
      • Email Template: Template that must be used to send the escalation email
  6. Click Save
Note: You can configure multiple alerts and escalations by clicking the +Add Alert and +Add Escalation buttons.
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