Service level agreements (SLAs) in OneDesk
This is an overview of SLAs in OneDesk. It covers how to create Service-level policies, how to apply them to incoming tickets, and how to notify assignees of upcoming policy breaches.
Service level agreements, or SLAs, allow you to apply response-time policies to incoming tickets. Here you can see I’m in the service level view here. You can see the breaches and you can also see how these different tickets are grouped by the SLAs. These ones are not in an SLA. These two are.
Let’s look at how to modify the service level agreements in your account. Click the administration option, click tickets, and scroll to the bottom. Here you’ll see the SLAs. If you’d like remove SLAs you can disable it here. You can create a new SLA policy here by clicking “create SLA” and completing this form.
This form consists of a name and a grid of priorities versus response times. For example, you may want your first response time of one-star ticket be within two hours but a five-star ticket to be within only one hour. If a cell in this grid is left blank it is considered to have no policy. Save the SLA and it shows up here on your list.
Now you have the policy in place. You need to assign it to incoming tickets. For that we have “workflow automations”. Here you can see there’s already a one pre-created which is called “assign new tickets to sample SLA”.
Let’s take a look at the details of that one. I click edit and here you can see it’s pretty straightforward. For any ticket type, when it’s created, it’s changed to “Sample SLA”. In reality you want something a little more nuanced. For example, you might want only the tickets from a specific company so you’d add an extra filter option here. Of course, you can choose which SLA policy it gets applied to.
When this rule is saved and enabled then when a ticket arrives in the system that meets that criteria it’ll be applied to the specific policy that you set.
Now when the policy breach is approaching there is another “workflow automation” which you can enable, which is called “notify agents of upcoming breaches”. When this is turned on, the agents who are assigned to a ticket that is about to be in breach of this policy will receive an email notification so that they can respond in time before they breach the policy.